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We had scheduled Washington Gas to check our meter for low pressure as our Heating and Air conditioning company had advised. Twice, we waited from 7a-7p for a scheduled service and no one arrived. Each time Washington Gas called the next day to reschedule. No explanation, no courtesy call the same day to advise ccx they wouldn't make it. Twice this happened. This am, they wake me at 6:45 am with a robot call saying they had to cancel, press 6 to reschedule. Each time I end up talking to a person with bad English (call center in India??), that has no explanation as to why WashGas failed to keep the appts. Very bad customer service.
I am an 84 year old widow. I live in Bristow, and am being charged rapidly increasing amounts for my energy. There is a monopoly so to speak on utilities in my area. I HAVE to go through IGS and Washington Gas. My IGS bill came in at $276 for last month, and Washington Gas charged an additional $150 in fees on top of that. This is outrageous. I cannot afford this. My friend lives nine miles away and pays a total of only $80 for gas source and distribution with Columbia Gas. Virginia has failed me by allowing a monopoly to develop in the area.
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.
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I was hospitalized from Nov to April. No one was living in my home. I have mostly electric but also gas. My gas bill is never more than $80/mo. When I was discharged from the hospital WG sent me a bill for $524. I have list service with them when my bill was two months past due. So for the life of me I can't figure out how they claim I owe so much. I have contacted them but am dismissed. I have disputed the amount on my credit report only to be told WG says I owe it. This infuriates me.
I had to close my checking account and open another. I called Washington Gas and provided with new account. The following month my service was disrupted and I received an email stating my payment was returned due to closed account AND they would be charging me a return-reconnect fee… WHAT?!? I call customer service and was told they would open a case for review of my refund. Unbelievable!! I wish there was another gas provider I would switch in a second regardless of their prices. This is not the first unprofessional occurrence and I am sure not the last. I seen they were fined back in March 22 for poor customer service. What does that mean for us customers?!?
I was scheduled to have service connected today (8/8/2022). The techs arrived, went to my front door, and knocked (lightly) before leaving a note stating, “no answer”. The problem is that the front door is on the first level, and we are three levels up. Even if the tech banged on the door, it would be difficult hearing it from the 3rd level. I have ring doorbells installed in the front and back. The techs did not bother ring either of them. The second tech even slipped the notice of service on my garage doorbell but neglected to ring it! When these appointments are scheduled, we are given an all-day window where we must have an adult available to let the tech inside. I took today off SPECIFICALLY for this and these guys canceled my appointment for no show!
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:Techs Arrive (~10:03 am) **
Tech Knocks on front door (~10:04 am) **
Tech Leaves Front Door (~10:05 am) **
Tech Leave "No Show" Notice (~10:08 am) **
We have had auto pay since establishing an account with WG, zero late payments. WG set up our account wrong, and when we tried to fix it, they are not crediting us with the payments we've made. They want us to pay again for some months that we have the documentation we've already paid. We've sent them all sorts of documentation that they've asked for. They keep saying "Don't pay us for what you've already paid, we're going to fix the problem. Yesterday we received a "Discontinuance Notice." They want $750 in 10 days, or they turn off our gas.
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.
We moved and transferred from previous house to new house. They ended up continuing to charge for the old house while sending the bills to the new address. Unknowing that we were paying for the old house we continued paying. They turned off our gas without any notification. We called and discovered they never transferred the service to the new house. We paid for all the prior months on the phone immediately. They were going to send a person out. The person did not call or ring the doorbell and left as per the door camera. I called back and they guaranteed to send someone back out immediately by the end of the day.
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.
Washington Gas should be taught in Business School on how run the absolutely worse company in the world. I literally dread having to call and deal with this fake, worthless company. I would pay more money to get Gas from another other company than this piece of crap WG.
They need to improve their neighborhood gas usage comparisons. All electric homes should be screened out and similar square footage used. Gas cooking and gas fireplaces indicated. When they indicate that my gas usage is higher than average, more info would be useful. Service is fine.
I have repeatedly tried to contact them over the course of about a week and a half. My bill is for about $100 and $69 of that is strange fees. I can't get them to respond to their own contact form, FaceBook, Twitter, email or pick up the phone. Actually, that's not entirely true. I was on hold for 59 minutes earlier today, got someone who had NO IDEA how anything worked and was completely clueless. She couldn't even figure out how to hang up my call. I had to hang up. She couldn't transfer me.
She called me back and transferred me....to the back of the line. I've been on hold for three and a half hours since then and it's said, "Your expected wait time is greater than one hour" for those three + hours now. Every 30 seconds or so it beeps to go with the horrible music. I'm incredibly frustrated. I can't visit the website b/c I get no response from there. We are held hostage to this and it's awful. I have a child - I can't afford to have my gas cut off, but I don't want to pay things I don't actually owe, either!
Washington Gas Company Information
- Company Name:
- Washington Gas
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