Complain about a product or service

Washington Gas

thang of Potomac, MD November 20, 2009

I signed the fix gas price contract for one year. WGES sent out a letter on Oct 15 informing to make renewal decision by nov 2. The mail may take up to 10 days for delay. I have just 2 days to make decision. Therefore I think it is unfair for the consumers. The consumers should have at least 15 days upon receipt of the letter to make decision. WGES is trying to lock consumers to pay higher price for gas.

altamese of lorton, VA November 20, 2009

i moved from woodbridge va a year and a half ago i paid washington gas the balance of my gas bill then i moved to wash.gas later on in the months sent me a bill for five hunderd dallors threating to turn my gas off... i then send them a receipt showing it had been paid ..they said it would be under a disspute and it has been months they have been cutting ny gas off like three or four times and they have proof that i payed my bill..sence i moved to the 9507 address i have payed my bill on time every month my gas is cut off now since 11-20-2009 and i am teird of this happeneing they keep saying they are sorry and turn it back on then with out notice they turn it back off please help me to fix this problem my daughter has ashma and keep getting sick because of this problem.. thank you .. i can explain more i detail if needed

Kevin of Rockville, MD September 25, 2009

I had the same problem when I called to transfer natural gas service from one place in Rockville to another during a move last month. I was told I had to go down to the office and fax them a copy of my lease. I have been a customer for years. WG has one of the poorest customer service departments around.

Also, they are charging me a deposit fee of 75 and a service initiation fee of 25. I have been a customer of WG for years and don't remember having to pay a deposit before. Also, Pepco doesn't charge service initiation fees for transfers of electricity. I wish Pepco was involved in natural gas, too. We need some competition in this area.

I plan to file a complaint with the Maryland PSC, Maryland Attorney General's consumer affairs office and BBB about these unfair and excessive charges.

Christine of Washington, DC August 26, 2009

I called Washington Gas today to set up a new account and the phone was answered by "Kevin" (I don't think it is his real name). Kevin did not seem to be a native English speaker as he spoke English with a heavy accent and his comprehension skills were poor (at one point he asked me for my wife's name-that's how confused he was). I had the distinct feeling that I was talking to a poorly trained foreigner at a call center located outside the US even though I was calling at 10 am EST and did not expect phones to be answered by a foreign call center rep. He asked for my info including my social security number.

When I had provided all the info he informed me that in order to complete the set up, I would need to go to the Washington Gas office in person, and bring two forms of ID plus proof that I owned the property where gas service was requested. I had never heard anything so absurd and told him so. In reply he insisted that this is a requirement for all potential customers. I asked to speak to a supervisor and was told that they were busy and couldn't come to the phone. In short I could not get past this incompetent person even to make a complaint. It is clear that Washington Gas has no interest in providing even acceptable customer service, and ironically does not seem to even want new business. Too bad it has a monopoly in this market, otherwise companies like this would not be able to stay in business.

Travis of Rockville, MD July 18, 2009

Wasington Gas has over 240 BBB complaints in the last 3 years. Washington Gas will fraudlently charge you more when you switch your gas over to your name.

We moved in on June 2008 from out of state. We thought Pepco took care of gas and electricity. In January 2009 we got a disconnection statement from our landlord, who said to change the gas to our name. The landlord's disconnection statement had a 12 month energy use graph. We immediately changed the gas into out name.

Our second statement, which had the 12 month energy use graph was completely different. These bills are FOR THE EXACT SAME MONTHS IN QUESTION. Washingon Gas is overcharing us by 91 therms (around 170) The customer service is horrendous. No response to repeated emails and letters. 25 minute wait times on the phone. I reported this to the Maryland Public Service Commision. Despite an email promise that Washington Gas would not turn off the gas before this was resolved, on Friday someone came out to turn off the gas. Washington Gas uses fraudlent, illegal tactics, which rips off consumers.

Audrey of Falls Church, VA April 24, 2009

The Customer Service function of this company is awful! Of course, with the monopoly that they have, they can treat their customers anyway they want. Why is it not possible to give appointments for service calls? With the economy in the mess that it is in right now, how can working people be expected to take off a whole day for Washington Gas to come to the home for ten minutes? If I had a way to not use Washington Gas it would be one of the very first things I would do! Taking off from work lowers the pay check. The stress of dealing with the Customer Service Dept is unhealthy and who knows how it effects our health! Not to mention not having hot water available while waiting for them to come to your house.

Lamonica of Washington, DC April 15, 2009

Lamonica of Washington DC (04/15/09)
The gas company came out to replace my meter in 4-7-2009. The technician asked me was my gas,heat and hot water working. I told him yes, and he did not have to light any pilots on my stove or hot water tank or the furnace. On April 16th 2009. I attempted to turn on the heat and it did not ignite. Prior to the technician coming out the furnace and heat was working properly.

I called the gas company to ask them to send the technician back out to check to see if he turn something off and forgot to turn it back on and they would not even comply. He made 2 trips in the room where the furnance was and he had to do something for that furnance to stop working just like that. All I asked them to do is to check, not touch and if it's no fault of the technicians they can walk out the door and they wont even send no one out. Evev though I am blaming their tech for the problem. I also smell gas around the furnace where it is a light smell.

When I called the emergency line the told me to hang up and called the regular number. When I called the regular number the operator gave me a very hard time even after I reported smelling gas. I asked to speak to a supervisor and she told me I would be some time before I can get one. She then came back to the phone as if she was playing games and called the emergency line so I could make a report for smelling gas. After I Initially called and smelling gas was one of the first things that I said. I had been on the phone almost 30 minutes or more. I was given a very hard time. I was told to call back after I get home around 7:00 to report the gas leak. I had explained to the operator that a responsible adult in my home reported the gas leak to me and I called it in. She still gave a hard time.

Stress and living in cold conditions.

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