Washington Gas

March 14: I felt that there is something still wrong. Called again and then they said that the request was not processed. Now the gas would start on Monday, March 20. I talked to the supervisor and asked her that as we can't wait in the house for the tech to show up, please call us 15 min before arrival so that we can be at the house.

March 20: Received call from tech from the property. When politely asked to wait he disagreed. I lost my patience and started talking a little sternly. "Why can't they wait for 10 mins so that I can get from my office to home? Was he expecting me to sit in the cold house for the whole day for the tech to show up?" Then he said to be there quickly. We reached there and the tech started being rude. He said I can't talk like that. I told him that he represents Washington Gas, and I am not talking to him on a personal level but as a Gas company representative. To that, he still said I can't talk like that and he doesn't want to talk to me anymore. I can assure you that my voice was a bit higher but I was very respectful. I had to fold my hands and apologize to him to get him what he was there to do.

Finally, after one week of the cold week and no gas, we finally have gas. We had to manage our days out of our new house for a week. All excitement about buying a new house was taken away by Washington Gas. I am just thinking how difficult was all this. Or how difficult was it all made by Washington Gas.

2. Called them to change service from tenant back to owner, they took all the info needed but nothing was changed. Tennant was still getting billed after they moved out causing hassle to both parties.

I spent five hours on the phone with Washington Gas, IGS, and the VA SCC to try and negotiate a more acceptable rate. No one could help me. When talking to the VA SCC, they told me it was my fault for going with an unregulated company and Washington Gas. I asked, "Do I have an alternative then? Who else can I contract with since you are saying it's my fault for getting in a bad deal?" The VA SCC operator laughed, "Well, haha, there are no alternatives where you live." This is a sickening failure of the Virginia Legislature to allow a monopoly to price gouge seniors with no income. It is disgusting that first, you fail to regulate IGS, and second, let Washington Gas charge outrageous fees on top of gouged prices.

And last, on the only state remedy line available, a state officer laughed at my situation and said I have to cough up whatever money the companies arbitrarily pay me. I am looking at $500 bills for gas alone. I use very little energy and live alone. The legislature should be ashamed of itself. To prevent further injustices like this, you must first reject Washington Gas' proposed upcharge. Then, you must seriously consider systemic changes. First, end the monopoly. Allow Columbia and Washington Gas equal access to Virginia neighborhoods. STOP giving them license to extort fixed income persons.

Third, it is unacceptable that the only way to appeal is in this hushed corner of the internet. I did not find out about this forum until my third phone call, five hours in, and I explicitly had to ask for a place to appeal. Your agent did not even tell me about the platform without me prying. This is disgusting, and you should be embarrassed for the hundreds of thousands of Virginians you have allowed Washington Gas and IGS to extort.

Not only did you take all this money, time, and effort away from me, but the agents at Washington Gas seemed to intentionally talk in technical language I could not understand, and intentionality made the process arduous. I had to involve my daughter and granddaughter throughout the process, and this is impacting my entire family.

They were there for a total of 5 minutes based on the video footage from my doorbell cameras. I never heard a knock, and they definitely did not ring the doorbell. I’ve attached the video footage of them arriving, knocking on the door, leaving the notice, and departing. When I called customer service (spoke to Michelle who was wonderful), she tried to get them to return but the ticket was cancelled, and I have to reschedule. These guys have no regard for the customer and the fact that we have to take time off work to make these service appointments. I’ve been without service for over a week now and will not have anyone available to wait all day when I reschedule. Very unprofessional!!! Here are the videos from the time they arrived till the time they left:

Tech Leave "No Show" Notice (~10:08 am) **

Over the past several months, we've spent HOURS on the phone with WG. It always ends the same way, "We'll fix the problem." We've promptly sent them every ridiculous piece of documentation that they've asked for- multiple times. Is treating good-paying customers like deadbeats and discontinuing their service "fixing the problem"? WG has proven that they don't need to care about customers, they have the gas service in our area sewn up. There are no other providers to choose from.

When nobody shows I call back in, they now refuse to send someone to turn on the gas. Claim that we have not paid despite that we have an email trail confirming payment. Then they refused to re-charge the account or escalate the call so we can resolve the issue then hung up on me. This was such a bad experience I am now in the process of removing all my gas products and advise you to do same rather than deal with this company.