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:03/22/2023

  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 have been trying to get into the account *********************** for 6 hours. I have been told to give it an hour, give it 24 hours, sent passwords, had the account recreated, and etc and none of this has worked. They will not let you speak to technical support or a supervisor. No one has numbers for the corporate office. The customer service agents are not knowledgeable and at this point **** ********* paperwork cannot be completed without access to the account. I have wasted almost 9 hours total on this.

  Business Response

  Date: 04/03/2023

  April 3, 2023

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

  In reviewing your complaint, I was happy to see that your issue with our eService program has been resolved, and you were successfully able to log in, on March 28, 2023. Please accept our apologies for the inconveniences you endured while trying to get this issue resolved.

  Sincerely,

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

  Washington Gas

• Initial Complaint

  Date:03/20/2023

  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, I live at *********************************** SE. #*** WDC. ***** in Washington View Apt. **** Company my name is ***********************. I recently was informed that the Rental office location where I reside at have falsified my information with the Washington Gas Co. They had my name removed and put into there apartment name after 22yrs. living there. I filed a complaint about my daughter car being stolen by the tow truck company two times, this last time they claimed they didn't know where it was, so the desk clerk didn't approve of me calling the police and the manager didn't wasn't happy either about me sending an email to the WCS. Company so therfore I believe this was deliberately done because of previously reports I'm just trying to live comfortably at my age I shouldn't have to keep being harassed where I live because unprofessional workers issue. So they falsely change my name off of the Washington Gas company trying cause confusion and a higher bill my me not knowing this information please help with this complaint.

  Business Response

  Date: 03/31/2023

  March 31, 2023

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

  In reviewing your complaint, and then per our correspondence today - I have set your account up on a 6 month deferred payment plan for the balance due at this time, to allow you to be able to spread the payments over time, instead of having to come up with it all at once. Again, we offer our apologies that you have endured over this matter.
  

  Sincerely,
  

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

  Washington GasTell us why here...

• Initial Complaint

  Date:03/20/2023

  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, my name is ***********************, I went to the Washington, Gas company on *** **** **. WDC. ***** to pay 100.00 in November 2022. The desk clerk ask did I still live at this address I responded and said yes 22yrs. She then said that it wasn't in my name any more, I was confuse why she responded and said that someone at Washington View Apt. WCS. Company change it at the rental office, so then she said she will change it back. February 2023 is here I go back to the Washington Gas Co. It's still wasn't corrected, so no this other clerk said I should receive a bill on March 2023 4 months from November 2022. Now I have received a 5 month bill over three hundred dollars that I can't afford, while receiving disability when they should have correct it last year November 2022 so I blame Washington Gas 

  Business Response

  Date: 03/31/2023

  March 31, 2023

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

  In reviewing your complaint, and then per our correspondence today - I have set your account up on a 6 month deferred payment plan for the balance due at this time, to allow you to be able to spread the payments over time, instead of having to come up with it all at once. Again, we offer our apologies that you have endured over this matter.

  Sincerely,

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

  Washington Gas

• Initial Complaint

  Date:03/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 5th I contacted Washington Gas explaining I had just had a major surgery and would not be getting my short term disability check in until the 15th. I was told they could extend it until the 16th and I needed to pay at least $391. At 7:34 am on the 16th I paid this. At 3:30pm a man busted in my gate causing damage, left it open (because it could no longer shut), released my dogs, and cut off my gas. I am now being told that since my gas is shut off I will need to pay $400 and some more dollars to turn it back on and no one has come to fix my fence.

  Business Response

  Date: 03/29/2023

  March 29, 2023

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

  In reviewing your complaint, I was pleased to see that we did get your gas turned back on, the same day (only later) that this complaint was filed. We apologize for any inconveniences.

  Sincerely,

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

  Washington Gas

  Customer Answer

  Date: 03/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: It took several days an many hours on the hone to get it turned back on and no one has fixed my fence yet. This is a huge problem when you have dogs.
  I should ever have had to chase down 3 dogs around my neighborhood after having major stomach surgery. My fence needs to be fixed Asap. It should never have been damaged by your employee.
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/02/2023

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

  
  
  

  Good Morning,

   

  I apologize for completely missing the deadline to respond to the rejected response to this complaint, and would like the opportunity to respond.

   

  Washington Gas initiated an investigation into the customer’s claims that our technician “busted in the gate, causing damage” while there to disconnect her gas service. The Supervisor of the collection technician reported that the technician was interviewed, and he was adamant that he did not damage the gate or fence in any capacity.

   

  The customer’s gas was turned off on Thursday, March 16^th late afternoon, as the payment she made earlier in the day came AFTER order was issued.  An order to restore services was initiated on Friday March 17, but there were no openings for that day. Customers do not receive same day service on reconnections – and calls for restoration of services on Fridays are usually scheduled for connection within the next two business days – but because of the extenuating circumstances (past due amount paid same day as turn off), we fully restored service for her over on Saturday, March 18.

   

  Sincerely,

   

  *****
  
   
  
  ***** *******

  
  Team Leader – Customer Accts |  WGL  
  

• Initial Complaint

  Date:03/16/2023

  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.

  I’ve contacted Washington gas numerous times to come out and check the rusty pipes in the back of my house because I believe that a leak could occur at any time. I’ve taken time off work for 2 days waiting for a technician that never showed. The last time I reached out they told me that a technician showed up, on the day that I was home, and could not access the pipes because the gate was locked. I do not have a gate around the pipes on my house nor did I see anyone around my property. I emailed them once again asking how they w would resolve this and I haven’t heard anything since.

  Business Response

  Date: 03/31/2023

  March 31, 2023

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

  In response to your complaint concerning two no-show appointments made by Washington Gas, I tried to reach you by phone and by email on Monday, March 27, 2023.  In my message(s) I explained that I was happy to get you set up for another appointment that I would ensure a technician would respond to - but I have not heard back from you as of yet. Please reach out to me by email, and I will be happy to arrange the appointment for you.
  

  Sincerely,

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

   Washington Gas

• Initial Complaint

  Date:03/15/2023

  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.

  Hello, BBB. Thank you for reading about my situation. I have not written to the BBB before. I live in Alexandria, Virginia and I am a residential customer of Washington Gas. My account number is ************. My family's gas use has been modest and consistent, and I don't recall ever missing a payment. On March 7, 2023, I received a bill from Washington Gas for $844.11. It covers the period January 26 to February 23, 2023. My previous bill, paid in February, was for $30.81, and all of my previous bills were similarly modest. I have owned my townhouse for around ten years. In the bill for $844.11, there was no balance brought forward. No explanation was provided. I called Washington Gas' helpline on March 8 to figure out what was going on. I spoke to a guy named Kenny, who submitted a ticket on this; the number is **********. ***** and I agreed that on February 27, a Washington Gas worker had visited the outside of my residence to check the meter. The workman left behind a piece of paper. (I read it and did not see anything out of the ordinary.) ***** told me that the meter had not been recording the correct amount of gas usage. He said a “device had been attached" by the Washington Gas worker. ***** said my latest bill reflects gas that I had used but not paid for. The meter belonged to Washington Gas. If the meter was providing inaccurate data, that is the company's problem, not mine. I feel it is unreasonable for Washington Gas to expect me to cover the difference between what I was charged earlier and what the company now feels I should have been charged.

  Business Response

  Date: 03/29/2023

  March 29, 2023

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

  In response to your complaint, I submitted to our Device Analyst that bill was extreme, and in agreement with me, they rebilled you with a more practical solution.  I apologize for the inconveniences you endured in trying to get this issue resolved, and please feel free to reach out to me directly anytime in the future, should you have any questions or concerns.

  Sincerely,

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

  Washington Gas

  Customer Answer

  Date: 03/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  I sincerely thank the BBB for its outstanding help in resolving this matter.

  Regards,

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

• Initial Complaint

  Date:03/14/2023

  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 reported a gas leak outside my house to Washington Gas yesterday, March 13. A Washington Gas technician came to my house and repaired the leak, but left the gas turned off. He said he couldn't turn it back on but someone would be back shortly to turn it back on. I called WG twice yesterday evening but no one came to turn on the Gas. I've talked with 5 different WG agents today and at one point was assured the technician was at my house. No one ever came. It's cold outside and inside my house. Washington Gas is disgraceful.

  Business Response

  Date: 03/29/2023

  March 29, 2023

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

  In reviewing your complaint, I was pleased to see that your gas was ON and with a follow-up last Friday, it was confirmed that things are working well and there are no other issues that need to be repaired. We would like to offer our apologies, for the many inconveniences that you endured in trying to have your issue resolved expeditiously. 

  Sincerely,

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

  Washington Gas

• Initial Complaint

  Date:03/07/2023

  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 received a collection bill from a third party agency (*******************************) in regards to a Washington Gas bill that was in my name but was for a different address. My address currently and at the time of this alleged bill is *****. The bill in question listed the address as *****. Note: I have never lived at the service address that they were claiming on the bill. The bill was from the dates listed as February 24, 2022 - March 22, 2022. However, I pulled up my current Washington Gas account and I do have a statement from when I moved into my current residence listing the first payment date of February 23, 2022 - March 25, 2022. How could I have two different accounts active for two different addresses? I called Washington Gas to figure out if this was a legit bill or if I was getting scammed by ************* and I got hung up on twice! Before the second time, the representative did spend quite a bit of time with me (almost an hour), consistently putting me on hold and stating that she was trying to figure it out. Then I got hung up on again and I decided to come here!

  Business Response

  Date: 04/03/2023

  April 3, 2023

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

  In reviewing your complaint, and after corresponding with you and our Credit and Collection department, I was pleased that we were able to have the collection agency recall this collection, as it was NOT an account that should have ever been in your name. Please accept our deepest apologies for this mistake, and for the inconveniences you endured in trying to get the issue resolved. 

  Very Sincerely,

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

  Washington Gas

  Customer Answer

  Date: 04/10/2023

  [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:03/07/2023

  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.

  WGL sent me high bills, which was a faulty gas meter reading. The issue was never solved with all the phone calls I called through WGL customer services. I purchased this property in mid-Dec 2022 and have started renovation since then, and I have not moved in yet. The first bill was $184.66, and I did not think it was a faulty gas meter reading issue. I assumed the gas price went go, so I went ahead and paid for it. When it comes to the second bill, it went up to $354.59. I gave WGL a call regarding the high bill concerns on 02/10/23. The rep was able to open a case billing investigation, Case#**********. I called on the same day to request an on-site check on the meter. In the beginning, the rep could not process the service request and finally got approval for the service request from her supervisor. The technician came on-site on 02/13/23 and changed the new meter. I called back on 02/23/23; the rep said account#************ was closed on 02/10/23. She stated I had to open a new account and needed to pay the final bill for $380.53 because the investigation result said the billing was correct. I explained to her that I had never requested to close the account and the meter was not working properly. She didn't listen to my explanation at all. I called back on the 02/24/23 morning and finally got a rep ****** willing to assist with my bill concerns. She said my account, #************ inactive, and I have to open up a new account, #************* to file the billing investigation case# ********** again because the last billing investigation did not include the service request that the technician stated the meter was skipping! I called on 03/06/23 to follow up; the account ending with **** was reactive, and the new account was closed by WGL. The investigation result states I still have to pay for the high bill, which means even the investigator knew it was a faulty gas meter reading. Just my bad luck to have a faulty gas meter on my property before I notice it.

  Business Response

  Date: 03/23/2023

  March 23, 2023

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

  As explained in a very detailed correspondence sent to you, we have sent the meter to a testing facility to be checked for accuracy, and things such as running "fast" or "slow". I also explained that our Device Analyst went over the history of reads on that meter, and I included the findings by charting your reads in comparison to the same period for several years back.  Her conclusion was that your reads were within the norm for those billing periods. You will be notified of the findings from the testing facility, but as I also noted - it could be up to 6 months before we have results.

  We apologize for any inconvenience that this may cause.

  Sincerely,

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

  Washington Gas

  Customer Answer

  Date: 03/30/2023

  [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 at this point. However, WGL still investing the meter itself. I would like WGL get back with me the finding on the previous meter whether it is reading correctly or not. If the meter reading incorrectly, please adjust the bill. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:03/01/2023

  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.

  Recently I have noticed significant increase to my gas bill. I contacted Washington gas end of January to understand why my bill was almost doubled the same month just a year ago. I was told it could have been a faulty meter since the meter is 29 years old. I was told they would send technicians to replace the meter and check if there were any leaks which could cause the bill to be significantly higher. A service appointment was set for 02/02/2023. Prior to the date I received 2 calls from automated system on washing gas company’s behalf to confirm my appointment. I confirmed the appointment and stayed home for the technicians to come and replace and inspect. Unfortunately no one came by. I called the company back 2 days later and was told the technicians went to my house, knocked on my door and left because there was a gate to my backyard which prevented access. Here is the silly part… a gate to my backyard DOES NOT exists and I was home all day. They made an utterly false report. When I told this to the person on the phone, the made another appointment for February 10th. Same as before, I stayed home but no one came by. I called back on March 1st, 2023 and this time they said the technicians went and inspected and found nothing wrong therefore no explanation on why my bills are significantly high when my living situation and usage hasn’t changed. In fact, my gas usage should be lower since this winter season in VA is warmer and has not snowed once. On top of all this fake reports, they mentioned the technicians didn’t see a need to change a 29 YEARS old meter. Industry standard and recommended is 10-20 years of in use for any gas usage reading meter. Bottom line, I am stuck with paying $300+ monthly gas bill for a townhouse where I am the only occupants. I believe Washington gas should be held responsible for using third party company that makes false reports during service call and need to provide actual service to rectify my concerns.

  Business Response

  Date: 03/17/2023

  March 17, 2023

  Dear *****************, 

  In review of your complaint, I have tried to reach you by phone and email and have gotten no response. The email had very detailed information about your usage, comparing the winter of 2021/2022 to the winter of 2022/2023 - where you actually used more Therms in the 2021-2022 year than you did this past winter (2022-2023). You paid more during the most recent winter because the price of gas was historically higher than in years past - but you used less. We are happy to replace your meter, but we need to schedule a day/time that you can be there, to do this.  You can either respond to my email sent 3/10/23, or you can call us at ************ to schedule. We apologize for any inconveniences you may have experienced while trying to resolve this issue.

  Sincerely,

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

  Washington Gas