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Washington Gas / WGL Holdings
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Washington Gas / WGL Holdings
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2.0 59 Reviews

Washington Gas / WGL Holdings Complaints Summary

14 Resolved
45 Unresolved
Our verdict: When using services from Washington Gas / WGL Holdings with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Washington Gas / WGL Holdings reviews & complaints 59

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Washington Gas / WGL Holdings reimbursement

Dear Sir or Ma'am,

My husband and I just transferred back to Woodbridge, VA on 6 August 2012 from Silverdale, WA after three years. We are both active duty military.

In March of 2012 my husband, inadvertently paid $113.95 via Navy Federal Credit Union, Web Bill Pay (electronic banking) to "Washington Gas". To explain more, my husband paid our Washington State "actual" gas bill (Cascade Natural Gas Company) to "Washington Gas" via Web Bill Pay (yes his mind was on his deployment). Again this was a mistake. The Washington Gas account was an old closed account and the account number is not known. I contacted Navy Federal Credit Union Web Bill Pay, Payment Processing Center. They have the EFT indicating that Washington Gas did receive $113.95 in March of 2012. Washington Gas acknowledges this. The Payment Processing Center has extensive records of phone calls made to Washington Gas, Customer Care regarding the reimbursement of $113.95. As of today, 30 August 2012 I have made more than 12 phone calls trying to get reimbursement with no success. Each phone call last one hour in duration. I am passed from the customer care employee, to a supervisor, to a manager, each time with the same result, a promise that the checks in the mail. As of today, 30 August 2012 I have not received reimbursement. I was promised by several Washington Gas employees, Jeremy, a Manager, Marcus (AC9330) a Manager, and Nil (93073) a Supervisor that I would be reimbursed. I was promised by Jeremy and Marcus that I would be called on 29 August and provided a status and I received no call. I have no based on lack of results no trust in Washington Gas.

I request Washington Gas show me the same respect and pay me back the $113.95 immediately.

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Timothy Broadbent
Washington DC, US
Oct 23, 2012 9:46 pm EDT
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WG outsourced its front office (call center) and back office work to Accenture (back in 2007); and Accenture has decided to take the work to their Manila Delivery Center (MDC). The staff doing the front and back office work is composed of Filipinos. The call center; which has been in Manila for almost six years, has an extremely high turnover rate. Accenture is continually hiring customer service representatives (CSR) for the WG account; they take in newcomers for this account almost every three months. Since the turnover is high for this account, people from different walks of life come and go. The wise; immediately sensing that there is no future for their career when they start/stay on this account, leave immediately after training (approx. 2-4 months). The wiser, well...they leave after a few weeks. The not-so-wise wait for a year, or a year and a half. Accenture hopes to prevent this high turnover rate by slapping a bond amounting to Php 100, 000.00 (around US$2, 400.00) to all new hires if they do not stay with Accenture for a year; however the unfortunate but wise ones (who; through just sheer bad luck got assigned to this god-forsaken WG account by Accenture's ignorant HR) choose to ignore this bond, quit fast rather than die young, and then go on hating Accenture for the rest of their lives.
Office politics and favoritism has ravaged the working environment at the WG account at Accenture's MDC. It is very toxic and more putrid than an open cesspool. If you always kiss ### and agree with your team leader all the time then you will become their favorite, the people who will then become team leaders/supervisors are the favorite of the managers. Some team leaders even have inappropriate sexual relations with their direct CSR subordinates. If you do not participate in the activities planned by the managers then you will be ostracized and your performance review will be affected. Meanwhile, (if you are not a supervisor or team leader) the managers want the rest of the CSRs to stay in the account and be a CSR/slave forever; they feed ### into the minds of the CSRs; they would even go to great lengths and say terrible things about other existing accounts at Accenture, just to make you believe that the WG account is the place to be in the world for a hopeless person like you who’s too fat and lazy to find a better job. Well, if you want to be a loser for the rest of your life and just want health insurance and a regular paycheck to pay your bills then this job is for you.
Customer service is not used as a metric to assess the performance of the CSRs; Accenture and WG have decided that their performance will be assessed every month using the three measurable metrics: average handling time (AHT), call quality and service order accuracy. So, the CSRs just focus on meeting the required scores every month so that they can keep their job. Customer service is not part of the training the newly-hired employees receive. They train the CSRs to be tough on their customers. WG Rules are the only rules in this workplace. The kind-hearted CSR who approaches his/her job to genuinely resolve the issues confronting the customers of WG will certainly have longer phone calls; however, because of this long call he/she will have a higher AHT. To compensate for these long calls (to lower the AHT), some CSRs drop their succeeding calls; or try to limit the succeeding calls to 2-3 mins., even though some customer issues would definitely need a much longer time to resolve. The CSR is more concerned with his/her performance as an employee. Customer service is the last thing on the CSRs mind when he/she is taking calls.
As mentioned earlier, the account has an absurdingly high turnover rate and people from all walks of life come and go; so the quality of the employees hired is unstable. Some employees lack the skills required to be effective on their job (English communication, critical thinking, etc.) . Accenture's infantile HR assigns their newly-hired employees to the account wherever manpower is needed without taking into consideration their abilities and educational/employment background. Accenture HR representatives are nothing more than puppets of the accounts they supposedly supervise.
Office politics, flawed metrics and poor employee quality are the reasons for WG's horrible customer service. WG has a 10-year outsourcing contract with Accenture. The WG account has been in the Accenture's MDC for almost six years; regrettably, CSRs who are unfortunate enough to have been working in this account have not much of a future left in their careers. They will leave this account without even learning what basic customer service is. The WG account at Accenture's MDC solely exists for the benefit of WG.

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Washington Gas / WGL Holdings they owe me

Washington Gas called me with an automated message asking me to call back. I called back and they said they had a credit on my account and owed ME money. When I asked the phone representative how long it would take to get the check he said 'four to six... weeks'. I asked to please speak with a supervisor because I had moved out of state and wanted to guarantee that check would come to this address. He wouldn't let- basically harassed me back and forth on hold about why I shouldn't talk to a supervisor. I was practically begging him to PLEASE let me talk to a supervisor and he said he could have them call me back. I called today... about 1 week later... and there is no account of them owing me any money. WTF. The lady today was nice but their services were 'down' so I need to call back tomorrow to talk to a different representative. It's been like this EVERY time I call- for the last 5 years. And that's about how old this account is... it's from a house I rented a while ago. Oh geez, I can't wait to find out what happens a few years from my most current account.

DONT CALL UNLESS YOU HAVE TO- and don't waste your time- just IMMEDIATELY ask for a supervisor, if they're not available say that you will call back. Always get names and confirmation codes (which are actually their employee numbers). KEEP RECORDS- shady business.

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Washington Gas / WGL Holdings worst customer service

Last winter i had 2 people living in my home using gas heat and gas for hot water. I expected my bills to be high. This winter I live alone and I use my plug in heaters mostly for heat. I expected my gas to be lower because it is not used as much but it's higher. I called to let them know something has to be wrong because I just am not using more gas than I did last year and they asked me do you smell gas and I said no they said then you dont have a leak you bill is correct. I insisted that no there must be a problem there is no way I am using more gas and they said the bill is correct. I asked please there is something wrong I can not be using more gas I use space heaters which dont use gas so something is wrong. They again said do you smell gas we can transfer you to our emergancy dept. Again I said no I dont smell gas but I can't being useing more gas. Nothing got resolved he was very rude to me and made me feel very uneasy that something is wrong. They said they will call me back so we will see. I wish I could use another gas company!

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5:15 pm EST

Washington Gas / WGL Holdings horrible customer service

WORST people to deal with EVER. Not only can I not seem to ever get ahold of anybody that speaks english but even when I try speaking in spanish I can't understand what they are saying. Rude doesnt even begin to decribe their customer service. From the very first moment I opened an account with them it has been nothing but misery. They over charged me the first month which then became a credit and I didnt have to pay again for quite sometime. Well, here we are over 7 months later and I get a phone call with a recorded message telling me to call them. I call them back and after repeating the menu options about 5 times I finally get in touch with another of their ever so rude service reps. She informs me that my gas is about to be shut off due to non payment. I inform her that I never recieved a bill or notice in hard copy nor in email and that I find it rediculous that they waited 7 months for them to contact me to inform me my gas was going to be shut off in the middle of winter. Why couldnt they have called or ... Not only can I not seem to ever get ahold of anybody that speaks english but even when I try spanish I can't understand what they are saying either. Rude doesnt even begin to decribe their customer service. From the very first moment I opened an account with them it has been nothing but misery. They over charged me the first month which then became a credit and I didnt have to pay again for quite sometime. Well, here we are over 7 months later and I get a phone call with a recorded message telling me to call them. I call them back and after repeating the menu options about 5 times I finally get in touch with another of their ever so rude service reps. She informs me that my gas is about to be shut off due to non payment. I inform her that I never recieved a bill or notice in hard copy nor in email and that I find it rediculous that they waited 7 months for them to contact me to inform me my gas was going to be shut off in the middle of winter. Why couldnt they have called or emailed after the first month like everyone else in the world? What if I was poor and couldnt afford to pay it on a moments notice and ended up with no heat? Thankfully that wasnt the issue but I wonder about others out there. Regardless of which I have never had a single second of experiance with them that didnt make me see red.

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Washington Gas / WGL Holdings disconnected service wrongfully

Washington Gas Company disconnected my service because a of previous tenant that occupied the unit before I moved in. My bill was paid in full but Washington Gas insist that they spoke to me concerning the matter. I have provided them with confirmation number for proof of payment however they will not assist until the weekend is over. I have not heat. My puppy just had surgery and my husband and I have to stay at a hotel for three day. We paid for service therefore, we should received the service we paid for. Washington Gas costumer service reps are not professional and not mindful of their mistakes.

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Mgr123
, US
Mar 22, 2011 11:37 pm EDT

Washington Gas is a horrible horrible company. Their customer "service" is done overseas - I believe in India. They have lied to me and cheated me on numerous bills. I can't stand the service, the company is crooked through and through, however I don't know of any other gas companies in my area.

Waiting for a "supervisor" is a joke - they give you some jerk who's sole goal is to get as much money for Wash Gas as possible and make you waste as much time as possible in the hopes that you will go away. I told the lady who went to get the supervisor that I would wait on hold for 3 hrs while watching TV if that is what it took to get to speak to them. I also said that I wasn't going away and I wasn't going to pay for the erroneous bills if I had to get a lawyer and sue them to do it. Ridiculous. These people and this company I hope and pray go out of business SOON. They deserve it.

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2:59 pm EST

Washington Gas / WGL Holdings takes 3 appointments to turn gas on

I am now on my third attempt to have the gas turned on at my house. There has been a complete lack of communication from their service representatives concerning this job.

I first scheduled service for 1/11/2011. The technician did not turn on the gas because no one was home. I was never told that someone had to be home for the gas to be turned on. Why don’t they inform the customer about this when the appointment is made? If they had, someone would have been there.

A second appointment was made for the next day. My wife took half a day off from work and sat in a cold, empty house for 5 hours waiting for the technician. When he arrived, he apparently failed to knock on the door hard enough for my wife to hear him, so he simply left, even though there was a car parked in the driveway, so someone was obviously home. They have our phone number—couldn’t the technician have called before he left the property? Or called ahead of time to verify that someone was home? Why do they take your phone number if they are not going to use it?

Now I have scheduled a third appointment. I will now have to take another half-day off from work myself to wait for their technician. It is the middle of winter and this house has no heat. Why can’t this company communicate with a customer better than this?

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Washington Gas / WGL Holdings cheated on blanket plan after offering it

They advertised a blanket plan for all the properties. Like a budget plan. I manage they said i was enrolled and then kept billing me incorrectly every time i call they have a different story why I not being bill on the plan. Yet i cant cancel without penalties. They are still bill me for properties the owner had died and the building sold 4 years ago. The are insistent that we are obligated still after all these years.

every time a get the typical runn around I will wait till the tow years is up & never use them again They bill more that the gas company does.

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Washington Gas / WGL Holdings - bad customer service

It took 6 phone calls to get through their ridiculously ineffective voice mail system to get to a person to report a damaged gas line that was not leaking gas. I tried to explain 4 times to their emergency line that all the options I was told to try end up taking me to other WG depts who all said that it was not their job. Then they said all they could do...

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Washington Gas / WGL Holdings awful customer service

Washington Gas should not be allowed to continue its monopoly of the business. Its customer service is simply appalling. I spoke with three reps today and none of them was a native speaker of English (does WG use a call center overseas?) and were poorly trained, and made claims that were clearly false. For instance, one named "Kevin" (which I am sure is not his real name) insisted that in order to set up an account, I would have to go to the WG office and present 2 IDs plus the deed for my house. I had never heard anything so ludicrous, but he insisted that it was required of all customers. I asked to speak to a supervisor but was told they were all busy. Basically, WG makes it impossible for anyone to even make a complaint. How can companies like this exist and stay in business? It is time to end the monopoly of utility companies such as WG.

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Don Butler
Winchester, US
May 15, 2012 4:11 am EDT

I agree. Since Washington Gas closed its office in Winchester, Va., we now have to deal with their call center. It is the call center from hell. It makes "Peggy" in the TV ads look fabulous. AS a real estate company dealing with many service providers, Washington Gas is by far where we waste the most time. The people in the call center speak very poor english, don't understand their own product. They seem only to read from a script and can not problem solve. I would change all of our accounts to electric in a heartbeat. The BOD of Washington Gas should be embarrassed, or maybe they just don't care. Don Butler, Winchester, Va.

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Mgr123
, US
Mar 22, 2011 11:29 pm EDT

Their customer service is awful and is done overseas - in India I believe. They do tell you different things and blatently lie to you and leave you on hold for long periods of time - I have waited 40+ min to talk to someone. If I could switch to another company I would in a heartbeat.

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Washington Gas / WGL Holdings transfering service

I have had Wash Gas for 2 years now and I am moving and have to have it again. They want to change me a ONE time service fee of 60.00 which I have already paid two times and a deposit. Even though I have always paid on time and never been late since we have had them. To top it off they cant tell me what the deposit will be until I get the first bill. How jacked up is this? ? ? ? ?

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Washington Gas / WGL Holdings vandalism, billing, lying

Before Thanksgiving 2007, Washington Gas came to turn on service for the separately metered basement unit for new tenants. Instead, they wrote graffiti on the front of my house (it's still there), removed (and disposed of) the safety guard covering the pilot light on the hot water heater, turned off the gas to my house upstairs (no one was home for the holiday), switched the meters, put the tenant's billing information (phone number, etc.) on to my billing account, made changes to *my* account as to how it would be charged in response to requests from the tenant who had no authority to make those changes and was only trying to set up her own separate account.

So, my housemate went with no hot water nor heat nor gas for the stove for ten days while I was still out of town. During that time, Washington Gas was billing me for the gas used on my meter that was attached to my tenant's apartment! Needless to say, I refused to pay. So, they called "me" at my tenant's number since they have everything totally messed up. It's a clusterf*ck.

They routinely ignore my regular calls and letters documenting their incompetence. They are still trying to charge me for the billing changes made by my now previous tenant. They sent the bill to a collection agency since I only pay what I actually owe each month; the agency stopped all efforts to collect when I explained the situation and begged them to sue me so I can have a judge order Washington "we hate our customers" Gas to stop this harassment.

Wash Gas claim they turned off my gas last year (but the pilot lights on the hot water heater, furnace, etc., never went out) and then charged me for illegally using it and for reinstating it. It's all lies.

In short, this is June 2009 and the graffiti is still on the front of the house, the safety guard is still missing from the basement hot water heater (they've sent me multiple letters with dates when the were sending someone to fix these problems--they have acknowledged on the phone that it is in fact their policy to lie and that they never had any intention of sending anyone to fix the problems they caused). I get monthly discontinuation notices. It's been over a year since I made a formal complaint with the Public Service Commission, but it has made no headway.

This is the short version. I've truncated the gory details.

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washgascomplaint
McLean, US
Aug 27, 2009 3:36 pm EDT

I too am going through a ridiculous situation with incorrect billing with washington gas that has been an ongoing dispute for 15 months (EVERY time i call, it's "yeah your case is still being investigated", despite the fact that i've faxed as well as emailed my proof on numerous occasions, and the fact that we had a threeway phone conversation with my former landlord who verified that i moved out when i said i did), and if this hits my credit report, i am prepared to file suit in court. I have all my evidence and documentation to prove that I am absolutely telling the truth. If there is enough interest in a class action suit, please let me know and we can proceed together to find the best course of action. email at craigslistemailmww on yahoo.

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andresmdc
, US
Aug 12, 2009 12:45 pm EDT

My mom is going through a very similar experience with them, and this is the SECOND time around they have given her account to someone else without any explanation or justification. Any chance you would want to team up and sue these SOBs?

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Washington Gas / WGL Holdings billing

My complain about Washington Gas
The incorrect bill was sent for December, because of an incorrect miter reading and an investigation took a place. The miter was corrected and for January we got correct bill. I got new statement on 02/09/2009 and there are still incorrect amount for December plus late fee. I spoke with representative about this issue and with supervisor Ms. Shila at lease 5 times, but amount for December is still incorrect and now is February.
I sent three letters to customer service and I didn’t get any response at all. My problems with Washington Gas started last September (09/2008) as wrong miter reading, wrong bill and up today I can’t resolve all issues.
I’m going to submit this letter to all sources, which I could possible find.

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Mgr123
, US
Mar 22, 2011 4:11 pm EDT

Wash Gas also did "maintenance" to our meter which resulted in a usage of 144 therms... in AUGUST.. yeah - for the past 9 years it's been 10-12 therms and now 144? I don't think so.. Their "customer service" assured me each month that it would be corrected and it's now March and I am still waiting. Last cust svc jerk I spoke with tried to tell me that since my meter reading is correct today (in March) that it was correct in October (no physical reading - only an "electronic one" showing an abnormal number ) and that I had to pay. Ridiculous company full of incompetence, fraud, abuse and lies. If I could cancel and find someone else, I would.

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wrongbill
Nowhere, US
Dec 07, 2010 6:37 pm EST
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I have the exact same issues with Washington Gas, tough out 2009 I only used about 300 therms all readings where actual not estimated. Then starting in March 2010 they began estimating my bill for the next 7 months until when sometime in early October of 2010 they said they needed to do maintenance to my meter. One week later the so called maintenance a actual reading was done on the meter showing that over 719 additional therms where used since February. So the total use for this year shows over 1020 therms, over 3 times higher then the previous year. So somehow I used over 800 additional therms since February.

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WDC
Kensington, US
Jun 24, 2009 2:33 am EDT

I have had problems with Washington Gas billing also since December 2008 when we switched to an alternate provider, WGES. They didnt bill us January - March and then billed us $1300 and then 3 days later $1600! No way that 2 people with a new HVAC system and our being away for part of December, all of January and 1/2 of February to have this much of a bill. We are on the budget plan for estimated usage and - even though we have regularly sent in actual meter readings, they refuse to use ours and just estimate it. We figure that they overestimate by approx 117 therms over our actual usuage. This has been going on since 2004! I think that they owe us alot of money. We contacted the MD Attorney General and then filed a complaint April 20, 2009 with the Public Service Commission and also with our Congressional Representative. So far they STILL are overbilling us, have never sent us an acknowledgement of our complaint, tried to require a large deposit (we have been with them for 30 years!); etc. Finally today billing returned our call (1st time since April 20 -- today is June 23). They did not have all the facts; tried to say that we owed $1400! Last month we only owed $328 more than our figures indicate. Quite an increase for 1 month! I think that we are just the tip of the iceberg. It seems to us that its either 1) incompetence 2) fraud or 3)embezzling.

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allaboutwork
Adamstown, US
Mar 01, 2009 11:56 am EST

My gas bill is 2 times higher since November of 2008. Someone needs to investigate this issue. People have more problems with jobs, gas and losing there homes. Please someone help. Email address is allaboutwork@comcast.net if you have advise please email.

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Washington Gas / WGL Holdings awful company

2 years ago Washington Gas Energy advertised they were 15% lower than BGE. So of course I switched my energy service over to their company. What a bait and switch! I didn't realize when I renewed my contract with them last summer, that in truth they are now over 30% higher than BGE.

In calling Washington Gas Energy about the price difference they told me 'well the prices last summer were higher than now and you locked into that rate'.

When I said I wanted to cancel, they continued management was going to 'consider' lowering the rate sometime in February, but, if I wanted to cancel, there would be a cancel charge of $50, because of money they would lose. They would lose? You've gotta be kidding me! How about how much money they made off their clients to begin with?

They furthered, it would of course take one to two billing cycles to take effect. Isn't that convenient! It would be March or April, just when we don't need to use the furnace as much.

My advise...always check therm rates even after you've switched companies so you don't turn into a victim like me.

Do you think I'll get a rebate? Doubt it.

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Washington Gas / WGL Holdings representative behavior

I called the gas company a couple concerning an increase in my gas bills. I explained to the representative, that the house is unoccupied and
the bill have increasing each month. The bill went from $7.90 to over
$200.00 per month. I ask them to sent some one out to investigate and they assure me that they went out and check the meter and they found nothing wrong. I ask to speak to the supervisor and was told to hold on and I held on for 45 minutes and not a soul came back to the phone. this should not be happening to the consumer.

I would appreciate your help in this matter.

Mrs. White

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Washington Gas BBB complaint
Alexandria, US
Nov 21, 2009 6:06 pm EST

First I am in the military with auto pay set up, all my bills are payed and my account is in good standing. I called them about a issue with our gas fireplace insert. We are renting and tried to get it started up. We smelled gas and shut it off immediately. In the off position we did not smell gas. Our neighbor had nearly the same problem. He recommended call the gas company. I did the emergency crew was called out and did not find a leak initially. The valve was opened and then close and the leak detection meter went off the scale for a leak. The valve was open since we moved in with no issue. The gas guy then shut off the gas at the meter per "the policy" on Friday at 1450 hrs. He said if we got the problem fixed they could turn the gas back on ASAP they were "24/7/365" company just call. I paid $160 for a contractor to come out with "emergency" pay. The problem was fixed by 1745 hrs. I called the gas company to come out and turn it back on, there response was they could not do it until Monday which is unacceptable since I have a young son and the lows that night were supposed to be 39. I called multiple times talked to multiple people to resolve the issue after doing my due diligence and doing exactly what was required from my position. I asked to talk to a supervisor and one was not available. I gave them my phone numbers to contact me to resolve the issue after doing exactly what they said to do to resolve the issue. I called back every hour on the hour to turn the as back on with no resolution. Their answer was the same each time the best they could do was Monday. I called both the regular line and emergency line with no resolution. I finally got my gas turned back on the next day paying another contractor to turn the gas back on. Later that morning I was finally contacted by the supervisor who left a message telling me that things were on track for Monday which is the best the could do. I called them and canceled the order since I did it myself after spending $240 for a service they should provide. Therefore I am filing a complaint about their service. This has solidified a few things in my mind 1) it must be nice to have a monopoly since their are no other gas providers, if there was I would change immediately 2) never call the gas company, if my rental house were about to explode due to a gas leak I would still not call them. Their service is deplorable. Everyone that I contacted stated "that is the policy" so I leave this in your hands.

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Mgr123
, US
Mar 22, 2011 11:32 pm EDT

They probably did something to your meter. It has happened to us and it was a defecting electronic reading device that was recording our bills at 4x -5x the normal average cost. Ask them when the maintenance was done last on your meter and make sure you read it and report it yourself the 15th of every month. Taking a photo of the meter with the date helps. We shouldn't have to live like this as customers. Awful just awful the way customers are treated by this company.

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12:13 pm EDT
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Washington Gas / WGL Holdings terrible place

Regardless if you have made differed or payment arrangements. Washington Gas will charge you a service deposit. Please keep you own records. So you can get this corrected. If not you will have to pay the deposit. Regardless Wash Gas will pay this back to your account within 12 mths. With there new system they no longer have a prior record billing for 12 months and payments made. Looks like they are trying to keep things internal instead of external... They are becoming a bigger headache then COMCAST! Someone needs to report to the paper and do a story on them. So they can stop Ripping people off!

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9:17 am EDT

Washington Gas / WGL Holdings gave my account away

In September/October 2007 Washington Gas cancelled my Washington Gas/Washington Gas Energy Services account and gave it to another individual but using my address and my account number.

When I discovered the mistake I hurriedly sent off a check for my budget account amount. I called both Washington Gas and Washington Gas Energy Services and was stonewalled. Finally in mid-November and very tired sounding customer service person told me she would try to straighten it out with "accounting" but I needed to know they were outsourcing customer service to the Phillippines.

I wrote a letter to Washington Gas and cc'd everyone I could think of: My DC City Council Rep, The Washington Post and the Mayor. I was connected to the DC Office of the Peoples Council who started negotiations with Washington Gas. There is a law in DC against slamming.

I thought some progress had been made in January but it was illusory. They have not credited me the $225 I paid, they keep billing me for both gas and distribution (slamming requires that I pay only distribution) and they have not given me back my budget account. In fact there has been no written communication, just bills and scary notices.

It is now August 4 and I have received two Notices to Disconnect, one July 3 (right before a holiday, how nice), and one August 1. I now have the DC City Council, the Counsel to the DC City Council, the Office of the People's Counsel and much of my time involved in fending off these arrogant suits.

I need a referral to an attorney who knows how to deal with these people.

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David
,
Aug 19, 2008 2:25 pm EDT

We are going through the same problems with Washington Gas. If you do find an attorney who can help please notify me and maybe we can file a class action lawsuit against them. This all started with my wife emailed Washington Gas in October of 07 and verified the account number that was originally given to us. They verified it was correct then months later, after many payments, we recieved a letter of discontinued service. This is how we found out our money was going somewhere else. Instead, Washington Gas changed our account number with notifying us. They have almost $400 of our money and refuse to refund or apply to an outstanding balance that is their fault. We filed a complaint with SCC and now we are getting calls that they will terminate our service next week. I have never delt with such unprofessional people before we also informed them that we have a new born which they apparently could care less. We even have bank statements proving we paid. Doesn't matter to them. Help!

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Washington Gas / WGL Holdings completely frustrating

Their customer service menu over the phone in one word: frustrating. If you want the urge to shoot yourself in the head, then by all means, call it. I called, went through the menu, finally got a rep, then he gives me another number to call for my address. Called it, got a menu that didn't have anything about what I needed, finally dialled zero for "gas emergencies". The girl told me I had to wait till the menu repeated 3 times, and then dial a 4 (not offered in the menu)! Then I get directed back to the original number I called the first time. Finally got someone who said that I would have to go to the walk-in department to start new service (mind you, the walk-in dept. is in the middle of D.C. during business hours), in order to confirm my identity and start new service. I suggested I just fax a copy of my request and my id's, and she said "yes, sure" like it was always an option. Why didn't they tell me that when they denied my original on-line request to start a new service on account of needing a copy of my id's? Ridiculous.

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FedUp
,
Aug 02, 2008 2:50 pm EDT

I don't understand how there is no other public utility competitor with Washington Gas - isn't this a monopoly? Is this legal? They have the WORST customer service staff - I have been explaining to them for over 8 months now that the bills they send me are erroneous and that I do NOT have an outstanding bill with them. I have called several times, mailed and faxed all my supporting documenetation etc. Not only have they told me oh...about 5 times now that the problem would be resolved, they have even sent me a final bill with a zero balance. But that does not mean anything to them apparantly and they keep sending me bills! The latest letter stated that "if the bill does not belong to you, please advise us who is responsible for the bill." All I have to say at this point is...Are you kidding me? Who's responsible? It could be Santa Clause for all I care! This last letter says it all about their lack of professionalism, lack of competency and lack of due diligence and service to their customers. If any of you out there have experienced this and have successfully corrected your problems with them, please let me know!

Thanks,

FedUp

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deedee dd
Silver Spring, US
Mar 13, 2012 12:38 pm EDT

complaints-[protected] and if you want a hearing put it in writing and call [protected] and they will give you a free lawyer

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deedee dd
Silver Spring, US
Mar 13, 2012 12:35 pm EDT

i have found numbers- complaints for Washington gas-[protected] and if you need a hearing you can put it in writing and call for a hearing. [protected]

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deedee dd
Silver Spring, US
Mar 13, 2012 11:44 am EDT

i may self is going threw some of the same thing. i lived in overland garden some three years ago when i moved i called and ask for them to cut BGE OFF and WASHINGTON GAS when i called back i was told a tech could not come out to turn the gas off cause they didn't have non, now some three years later they want me to pay they put this on my credit report and now took it off of my credit report and put it on my bill and told me to pay 466.00 and i have a turn off. this is what i believe we all have to come together as a 1 there are more gas company's out there for us and we have to find them. there should be a meeting of some sort to find out whats out there for us. me myself will be speaking with a lawyer to find out what i can do they need to be stopped . if i have to go to the media with this I'm going .

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kalex1459
Ashburn, US
Apr 20, 2011 2:38 pm EDT

I had fallen on hard times and went thru the past winter without heat and hot water thanks to Washington Gas. I could pay my bill in full, however the next month I would be right back in disconnection status because of a required security deposit. For (3) years I have lived at the same location. Where am I going, currently I owe nothing to this wonderful company. However their automated system continues to say I owe thousands of dollars. Funnier still, they tell me to contact their attorney handling my case and when I do they can not give me a file number. Customer Service Reps can even read the clued responses to your needs and although they claim they are recording the conversations they should stop and rewind the tape sometimes and just listen to the customers. I want my service back and if not I will survive. I am furious with the fact that they are not knowledgable enough to hire an attorney who will contact you. Yet, you can only talk with them what type of service are they really rendering. I wish the deregulation would bring in some fresh gas companies who want to serve people rather than themselves. This company is the worse that I have ever dealt with.

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AnnoyedLorton Customer
, US
Jul 31, 2009 3:16 pm EDT

Washington Gas are filled with silly people with no brains because in this slow down economy where people cannot afford o make their payments on time then how do you expect that same person to pay a deposit request of $744 . I don't know how this works out and I don't understand it especially now. It is so crazy I was hoping I will be able to change gas providers. Their customer service also tries to tell you what to do with your money. I am so mad.

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Nicole Brown
, US
May 12, 2009 3:27 am EDT

I have had a problem with washington gas also for overbilling me almost 1000 dollars because they claim they underestimated the bill for 12 months. My response-how can a company suddenly wake up and decide they've underbilled me and expect me to fork up 1000 dollars, and on what basis? This was told to me over the phone, not at all in writing. Just because they said so I must pay? I think an FBI investigation should be launched because I suspect that the dear folks working in there are profiting from the inefficiency and I'm sure if they do that, they will smell the huge rat of CORRUPTION because they think people will pay anything not to have their service disconnected. The Public Service COmmission of the District of Columbia is supposed to docket complaints. Once you do that, according to DC law, they cannot disconnect your service for the disputed amount. I just read that and am about to pursue that avenue. Meanwhile, if you have any FBI friends, point them in the direction of this utility company.

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Kim
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Oct 27, 2008 3:49 pm EDT

My experience with the Washington Gas has been the most insane and frustrating experience in a LONG time. I had my service interrupted and have been trying to get it back on since Thursday and today is MONDAY! I have called and screamed - and we won't even talk about trying to get a supervisor on the phone! That takes an act of God! Here it is :43 on a Moneay afternoon and I have been home ALL day waiting. Not only that but they were supposed to come out Friday and never showed up. He tried to tell me no one was home. Well if he bothered to get out of his truck and knock on the door, he would know that some was home...ALL DAY! This makes now TWO days I've taken off work. What's worse is never was there a notice, or card or anything left at the door. I waited all day and was told that no one could return until Monday unless it was an emergency! Hmmm so I thought I would be clever and tell them I had a gas leak. Sure enough a few hours later a truck showed up. I begged and pleaded with him - showed him my receipt and he got in his truck and rolled off once he found out there wasn't a leak.
Here I now sit and 4:47 Monday afternoon STILL waiting. If I had ANY choice in this world I would never use these IDIOTS!

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FedUp
,
Aug 02, 2008 3:44 pm EDT

Washington Gas has a bunch of idiots over there - please don't insult the good folks by giving Washington Gas any credit and use of the title "Customer Service". I understand economy is tight, but this is no excuse to retain poor performance in any industry responsible for providing good, quality service to its customers.

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1:34 pm EDT

Washington Gas / WGL Holdings cut off gas without notice!

My gas was cut off since wed 14th without noticed after I reported that I smell gas in my backyard and I was told that someone will come as soon as possible, No body came, nobody called me and when I called them nobody could tell me when my gas will be turned back on as I write this today may the 19th my gas is still turned off. I pay my bills and I am not owing washington Gas. I 3 kids under 5 years old and they do not like to eat out. I would like to know if this is legal and if not where can they be reported

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2:08 am EDT
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Washington Gas / WGL Holdings be careful with their &estimated& billing

I just received a bill for about $744 for the previous month of service, to my surprise, as my bill is usually around $70 or so since I move into this new resent mid last year. I later found out after, speaking with the customer service, this is because for the past 5 month, they have been using an "estimation" of the gas usage. As it turns out, I actually used a lot more then they billed me each month, for the past 5 month. I think part of the reason may be I just move into this new home last year, and maybe previous owner did not use as much gas.

Anyway, it is not that I do not want to pay my bill; I just want to caution other customers with regard to this practice by Washington Gas. If the upper left corner of your bill state “ESTMATED” then the reading of your gas meter is just an estimation, and your actual usage may be more/less then your are currently being charged (in my case is MUCH less), and if it states “READ BY CO.” then the reading would be your actual usage of gas.

I wonder if such practice is legal.

Only if I knew the actual cost a few months ago, I would have at least had the opportunity to try and reduce gas usage.

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Contact Washington Gas / WGL Holdings customer service

Phone numbers

+1 888 862 4422 +1 (703) 750-7944 More phone numbers

Website

www.washingtongas.com

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