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:02/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec 5 & 6, 2022, I notified Washington Gas about a gas leak. They took many hours to arrive after being notified, and ultimately found that the gas leak was largely due to slipshod work that a Washington Gas consultant put in during June 2022. After flagging the gas leak, Washington gas tore up my entire yard and eventually shut off the gas. My yard now needs to be reseeded, as they left clay and straw in my yard. Not only did this gas leak almost kill my cat, who is now having seizures and hemoraging blood, but I also have further financial burdens because they CG argued me heavily for the gas leak that THEY caused. I have tried to dispute the charge and Washington Gas doesn't respond to charge disputes online and when mailed to them, I have been ignored and now charged for late fees.

  Business Response

  Date: 03/03/2023

  March 3, 2023

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

  In review of your complaint, our Risk Division has reached out to you twice to obtain specific details and supporting documents which are both vital in resolving your claims - but we have not received a response. In order for us to move forward to assist your claim, we need to hear back from you. I am certain that as soon as the Insurance Risk Division has the things they require to help you, a resolution will be swift. We wish to resolve your complaint expeditiously. 

  Sincerely,

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

  Washington Gas

  Business Response

  Date: 03/09/2023

  March 9, 2023

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

  As indicated in the previous response, all claims for damages must go through our Insurance Risk department, and they have reached out twice with no response. Please contact *****************************, the Washington Gas Insurance Risk Analyst, at ************ so he can advise you as to what additional information is needed to assist you with your damages claim.  The department has already been provided with the photos included in your original claim - there is more information that they need, so please reach out to them as soon as possible. so we can resolve your claim.

  Sincerely,

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

  Washington Gas

• Initial Complaint

  Date:02/07/2023

  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.

  Hello,I am filing this complaint about an arbitrary increase to my gas bill. The average overall utility bill for my unit is usually around $130. This current bill, however, has charged $134 for gas alone with no explanation/breakdown of the charges. The Leasing company has only offered that Washington Gas increased their prices, yet no actual verification of what or how these charges were determined to increase so greatly. I would like to have my charges broken down as well as actual usage to determine actual cost.

  Business Response

  Date: 02/20/2023

  February 20, 2023

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

  In review of your complaint, the building that you live in has only ONE meter that serves the entire building, so it is impossible for us to tell you exactly how much gas your apartment uses. The apartments are not individually metered - so we would not know what the breakdown of charges would be for each unit.  Since the billing is in the name of *************** *****, *** - you would have to get information on what you are being charged each month - from them.  Gas prices are up historically, and that coupled with the colder than usual temperatures that began earlier than usual, it is costing consumers more to heat their homes this winter. A warmer than usual February means you should start to see the bills go down that are due in April - but we're not out of the "winter usage" months until after March has concluded each year.  We apologize that we could not provide you with more information, on your personal gas usage.

  Sincerely,

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

  Washington Gas

• Initial Complaint

  Date:02/04/2023

  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.

  I'm trying to transfer my utilities to my new home beginning on February 21st, 2023. I am a current Washington Gas Customer and purchasing a new condo within the same building where I currently live. I have tried to transfer my utilities with Washington Gas two times -- both times I've been on hold for about an hour -- that time did not include my talking time with the customer service reps. The first representative told me she transferred the utilities to my new unit (to be effective on my settlement date) and that I would receive an email confirmation within 1-3 business days, that did not occur. I tried calling yesterday and was on hold for another hour -- the representative said that they could not start my new service on February 21st and that it would need to be on the 22nd. Legally, I own the unit on the 21st and need the transfer to occur on that date. Both times I asked to speak to a manager or someone else who could help with this task - both attempts were not successful. I work full time and cannot keep calling the Washington Gas line to be on the phone for over an hour and continue to not have successful transfer of my service. I haven't had issues with other utilities being transferred. I'm looking for someone from Washington Gas to reach out to me and solve this issue.

  Business Response

  Date: 02/14/2023

  February 14, 2023

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

  In review of your complaint, I am able to confirm to you that your new account has been set up, and will go into effect on February 21, 2023 as you requested. Your bill for Unit *** is scheduled to go out of your name on the same date.  The new account will not update to an "active or open account" until the 21st.

  We apologize for all of the inconveniences you have to endure.

  Sincerely,

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

  Washington Gas

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Washington Gas Company has failed to fix their meter which is faulty and reading gas usage far above the normal rate. I have contacted multiple supervisors to get this issue resolved. They say that a service technician has come to do an inspection, however I have not seen or been contacted by anyone. I have paid upwards of $300 a month for their service going on a year now. I live in a small apartment and utilize only a water heater as a gas appliance. I have paid for a contractor to come out and inspect my water heater in hopes that it might be the cause of my usage report. The contractor let me know there are no leaks inside my apartment and the water heater was working as it should. I have explained this to Washington Gas and have still no resolve. I am asking that they be contacted to fix this issue and provide some sort of credit/refund for the months that this meter has been giving out false readings.

  Business Response

  Date: 02/23/2023

  February 23, 2023

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

  In response to your complaint, through correspondence, we were able to schedule a technician to come to your home to do a more thorough evaluation, where we found that the ERT device was not working properly - so it was changed. The next step as I explained to you today in correspondence, was to change out the current meter so that we could send it off to an independent meter testing facility located in KY, to further evaluate. This process can take up to 6 months to get results, but I do not foresee it taking nearly that long. Once the results are in, we will determine the next steps.

  Sincerely,

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

  Washington Gas

• Initial Complaint

  Date:02/01/2023

  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.

  Thursday (1/26) we had an HVAC technician come to address an issue with our furnace. He noticed the smell of gas and had us contact Washington Gas to come ID the leak. they identified a leak in the supply lines to the tankless water heaters that service the house and turn off gas, which they did. We had another technician come Thursday evening but was not able to identify the source of the leak or restart the flow of gas to the home. Washington Gas came back out on Tuesday, did an air pressure test, and for a 3rd party tech to go in the house to ID leak. A technician from another company came out Tuesday afternoon, turned the valves on, and waited about 45 minutes, but was not able to ID a leak or smell gas. He opened one of the 3/4 unions on the water heater and after almost 2 hours there was no smell or signs of gas. I contacted Washington Gas this morning to see if they could come out to make sure the meter is functioning correctly, and was informed that since I am not the account holder, they cannot assist me. My father-in-law is the account holder (and home owner) but now lives full time in FL and my wife and I have been in the house fulltime, and paying all associated bills, since February 2022. I am unsure as to how I was able to speak to 2 or 3 different representatives, have 2 different technicians come out and shut the gas off to my house, but are now unable to assist me. I have been without heat or hot water for almost a week now.

  Business Response

  Date: 02/14/2023

  February 14, 2023

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

  In reviewing your account in response to your complaint, I was pleased to see that the gas has been turned back on at your home.  I have added your name to the account as the 2nd person, so in future you should not have any problems speaking with our agents who are required due to the Privacy Act, to only be able to speak with persons whose names are on the account. I will be sending you an email today requesting some information so that we can get this account put into your name so that your wife can be added as the 2nd person (there is only room for two people) on the account.

  I apologize for the inconveniences you have endured in trying to get this issue resolved.

  Sincerely,

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

  Washington Gas

• Initial Complaint

  Date:01/31/2023

  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 December 31, 2022 I received my paper bill in the mail from Washington Gas & noticed I was Charged the wrong rate amount From *** the 3rd party Distributor. I immediately contacted *** & spoke to *****,& she told me the bill was correct. I also told them I was terminating my services with them as of this date. I then found my contract from them & Jan 3 , 2023 (because 2nd of Jan offices were closed) called them back stating I would send them a copy of the contract to adjust my price. I was then told their services to us was terminated & should get a refund within 10 business days. I asked if they could apply it to my bill & stated since I terminated my contract & services they could not. I also called Washington gas & soke to ****** on Jan 3, 2023 she saw that I did terminate services with *** on December 31, 2022 & they would take over as my distributor for gas to my home. I called *** again on Jan 20, 2023 & asked where my refund was, Yohanna stated it should get to me by Jan 25, 2023. I asked her on that day what the rate was for *** gas &was told 93 cents per therm. I then received my bill in the mail on January 30, 2023 & saw that *** is still billing me & that the rate charged to me was over 30 cents more than on Jan 20, 2023. I realize rates change every day but have noticed they are going down not up. I then asked where my refund check was & was told it was put in for signature on Jan 5, 2023 but takes 6 to 8 weeks for someone to sign it. After getting off the phone with *** on Jan 30 it was after 5pm & I could not contact Washinton gas because they were closed for the day. I tried on Jan 31, 2023 but a recording comes on stating they are having issues &cannot answer any personal or billing questions. My main question is, if my contract was terminated by *** on December 31 they should not be charging me a bill & it should come from Washington gas. I have never heard of ending a contract with someone and still get a bill from them 

  Business Response

  Date: 02/14/2023

  February 14, 2023

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

  In review of your complaint, we received notice of the cancellation of your 3rd Party contract on January 3, 2023. It can take up to 2 billing periods for the contract to end, according to the terms of your contract which Washington Gas is not privy to but is required to adhere to, when a contract is cancelled. You cancelled mid-cycle, so I confirmed that your contract is due to final with your February bill. Contracts that cancel mid-cycle, will final bill after the next FULL cycle. The bill you received in January was usage from December 21, 2022 - January 23, 2023 - so that usage was billed under your contract terms, as will the bill you receive in February. Your contract prices/terms will end with your billing in February.

  We apologize for the confusion. 

  Sincerely, 

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

  Washington Gas

  Customer Answer

  Date: 02/21/2023

  [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:  Washington Gas response indicates that the bill I received in Jan "was billed under contract terms", IT WAS NOT.  The terms of my contract were for .3690 cents per term and my January bill I was billed at $1.2990 per term.
  
  Regards,
  
  *******************
  

  Customer Answer

  Date: 02/22/2023

  I am rejecting this response because:  Washington Gas response indicates that the bill I received in Jan "was billed under contract terms", IT WAS NOT.  The terms of my contract were for .3690 cents per term and my January bill I was billed at $1.2990 per term.
  
  In the letter I just received dated Feb 14, 2023,  it states "so that usage was billed under your contract terms  as will the bill you receive in February. "

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

  Business Response

  Date: 02/23/2023

  February 23, 2023

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

  As was explained to you, when you sign a contract with a 3rd Party Supplier - your terms are dictated by them and not Washington Gas. The company you originally signed a contract with was sold to your current supplier, and customers were notified of this change in July 2022. If the terms that you signed up for were changed, you can ONLY dispute that with them. Washington Gas does not have any part in the terms and conditions of 3rd Party Suppliers. Unfortunately, there is nothing Washington Gas can do to resolve the issue you are having concerning the terms of your contract with a 3rd Party Supplier.

  Sincerely,

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

  Washington Gas

  Customer Answer

  Date: 02/28/2023

  [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:on Februray 1, 2023 I spoke with ******** from Washington gas and she told me that my next bill which is February 24,2023 should no longer have *** supplying us gas.  I then responded to her saying so our next bill will not have *** on the bill and she stated yes we have taken over as your gas supplier and  we took over  as your  commodity charge as of December 31, 2022.  I have had my heat on 60 degrees since my January bill and had to keep my coat on all day due to the outrageous charges that i had.  I know gas prices have gone up but to charge over double what everyone else is paying is outrageous. I just was told that *** would not be on this statement and they still are.  Everywhere else once you discontinue a contract with someone, the contract then is stopped not continue on for 2 months as is what is happening to me.  I know Washington Gas has nothing to do with a 3rd party supplier but to stop a contract and still continue to get billed by them is what is happening to me.  
  *******************
  

  Business Response

  Date: 03/01/2023

  March 1, 2023

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

  We completely understand how frustrating this can be for our customers when this happens. As previously stated, Washington Gas' hands are tied in the matter of 3rd Party contract terms/negotiations/cancellations. I apologize that one of our agents stated that you would be resuming Washington Gas charges within one billing cycle. That employee's Supervisor has been notified so that this person can receive some more training on 3rd Party billing issues, and we apologize that you were given incorrect information. As I had originally stated, the normal time period to resume billing with WG, is within between 2-3 billing cycles - and is dictated in accordance with the terms of your contract with the 3rd Party Supplier.

  Sincerely,

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

  Washington Gas

   

   

   

  Customer Answer

  Date: 03/17/2023

  [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 contacted the 3rd party *** and have been told by several different  *** representatives that they have nothing to do when Washington Gas takes back over.  I have had them look at my contract with *** and it does not state anywhere that there is a grace period before Washington Gas takes over. after a contract with them is ended.  Many different *** representative  have also told me that they were surprised that since I end my ***  contract early in the billing cycle why Washington gas did not take over earlier.  I have also talked with several Washington Gas representatives and they keep  stating to me that Washington Gas has taken over for the commodity charge even in the last weeks of me writing this.  I hope that my next bill does not have *** anywhere on the bill.  Again *** representatives are totally confused why Washington Gas has not taken over.  
  
  Regards,
  
  *******************

• Initial Complaint

  Date:01/28/2023

  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.

  My spouse and I have contacted Washington Gas on at least four occasions to to resolve a billing issue to no avail. Washington Gas changed our account number without informing us when we resumed service, which ultimately led them to levy a deposit requirement. Each time we have called, we have waited on hold before speaking with first-line customer service employees, when then put us hold to speak with supervisors. Those supervisors promise they will resolve the issue, but which only their supervisors can do. They promise an appropriate level supervisor will review and contact us, which never happens. This has occured four times now. The result is that we continue to receive bills and disconnect notices for not paying the "full" amount that includes the deposit that is supposed to removed. We have spent hours on hold and speaking with employees that are unable to help while the only employees that can assist never call us as promised.

  Business Response

  Date: 02/03/2023

  February 3, 2023

  In review of your complaint and in viewing the notes on the account, I have released the deposit from your account.  In doing so, your account now has a credit balance of $75.77.  We apologize for the many inconveniences that you have endured in trying to have this issue resolved.

  Sincerely,

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

  Washington Gas

• Initial Complaint

  Date:01/24/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Washington Gas customer today because I'm still not receiving the correct bill information. The customer representative disconnected the call after I asked a supervisor. I initially contacted Washington Gas in Oct because they allowed someone to disconnect my service without my consent. Furthermore, I was given a new account number and was told to send a email which I did. I'm still not receiving my bills.

  Business Response

  Date: 01/31/2023

  January 31, 2023

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

  It was a pleasure speaking with you today and am so happy to have been able to get your account straightened out. As promised, the deposit was removed, as well as the additional charges and fees credited that were associated with the account still being in the name of Current Resident. As I stated in my email to you confirming the changes made to the account and giving you the terms of the Deferred Payment Plan - should you ever need assistance in the future, you can reach out to me directly, anytime. We apologize to you for the many inconveniences you endured in trying to have this issue resolved.  

  Sincerely,

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

  Washington Gas

• Initial Complaint

  Date:01/24/2023

  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.

  In the last year my gas bill has increased almost 3 times the amount it was in the last 4 years since purchasing my home. Same usage; and probably less than before and still only 2 ppl living in home who are gone most of day. I reported this to Washington gas co last month and was told that it was on course from prior years usage which is completely false. (Dec 2021) my bill was $59.95 (Nov 2021) bill $35.71 (Dec 2022) bill increased to $132.40 so this is more than twice the amount of Dec 2021 (Jan 2022) bill is now $164.83 which is almost three times the amount of Dec 2021. I was scheduled for an employee from gas company to come out and check my meter n home for leaks on Dec 27th. I stayed home all day and no one came. I notified Washington gas and was told that their records showed that someone did come out. However, I let them know that neither my front nor rear camera showed anyone came out all day. They then apologized and said that they in fact did not come out and it must’ve been a misunderstanding, but yet they never scheduled someone to actually come out to recheck my meter and inspect for leaks because this is a DRASTIC change in price!

  Business Response

  Date: 02/03/2023

  February 3, 2023

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

  In review of your complaint, I did a search on the usage of gas that your home has used in comparison to same periods last year and found that the usage is exactly where it should be - only a few CCF's more per month, which is due to the lower temperatures we have seen so far this year. The costs are up though, due to the increased energy prices in comparison to last year, and years past. As I explained in my correspondence to you, we are bracing for at least two more months of high usage & costs, as February and March produce the largest bills of the year, every year. 

  We apologize for you not receiving adequate answers to your questions and concerns about your high bills. Please reach out to me directly any time you have a question or concern in the future.

  Sincerely,

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

  Washington Gas

• Initial Complaint

  Date:01/23/2023

  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 calling Washington Gas since the beginning of December, making appointments for someone to read/ inspect my meter because I dont use gas and the bill has quadrupled. Ive spoken to the escalation department on each occasion and still had FIVE NO SHOW appointments (a total of forty hours waiting at home) with zero communication or resolution.

  Business Response

  Date: 02/16/2023

  February 16, 2023

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

  In coordination with you and our service technicians, I was pleased to see that we were able to get the electronic reading device (ERT - Encoder, Receiver, Transmitter) on your meter replaced, and our Billing & Device Specialists have rebilled/credited your account. As I indicated in correspondence sent to your personal email today, you can reach out to me directly should you have any questions or concerns in the future. We apologize for the inconveniences that you experienced in trying to have this issue resolved. 

  Sincerely,

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

  Washington Gas