Washington Gas Reviews

This company is the absolute worst!! My service was disconnected Tuesday at 9pm while I was driving back from dropping my kid off at college. No email, no call or anything to let me know the disconnection would occur. I got home Wednesday at 4 pm, noticed it was off, called and paid my balance by 5 pm. I was told a tech would be out Thursday between 7 am and 5 pm to restore service. I waited and no one came. I called several times and was told they do not have an ETA for the tech. I waited in my home until 9 pm, called again and was told they have until 10 pm to show up. They never came and no notice was given as to why. I was told the same Friday and no one came, no notice.

I don’t want to be rude, but I recently moved into an apartment, and apparently the previous tenant had an outstanding balance. I understand that, which is why I provided my lease to show that I’m a new resident and that my name is on the contract. I was told the connection fee would be $25, which I thought was reasonable. However, when I checked my bill, I saw a $68 connection charge. When I called to ask why, they told me it was because of the previous tenant’s debt. I explained that this isn’t my fault—I have nothing to do with that person. Still, the representative just told me they couldn’t issue a refund. I found that very unfair and the customer service was disappointing.

By far the most frustrating utility company there is. Our home is old and so is the meter. We needed a new regulator on our meter. Today will be almost a week without hot water. Getting an appointment for service is harder than finding gold in a coal mine. Horrible customer service, long wait times and incorrect information given over the phone make this company hell to deal with.

I’ve had an incredibly frustrating and disappointing experience with Washington Gas. This company operates in an extremely shady manner—Overcharging customers and disconnecting services without proper notice or justification. Even after paying what’s owed, they demand thousands of dollars to reconnect your service. What’s worse is that even after payment and confirmation of a reconnection date, they leave you without gas for three or four additional days. This is not just inconvenient—It’s dangerous and unacceptable, especially in colder months or for families relying on gas for heating and cooking. Washington Gas needs to be held accountable for these unethical practices. Their customer service is unhelpful and provides no transparency or urgency to resolve issues they created. I wouldn’t recommend them to anyone if there were alternatives.

Washington Gas customer service sucks! The first agent I talked to seemed like she was half asleep. I asked to talk to a manager and had to wait 25 minutes before I could talk to someone. That person told me the very same thing: basically that she couldn't help me. I tried calling back, only to be told that "due to technical difficulties" they could not access my information and I would have to call back. No wonder WG has an aggregate customer rating of 1.0! They suck! I wish I had options to go to another provider.

A full and open investigation needs to done, the computer software errors and software updates need to be transparent. The rise in costs and charges are not justified. Loudoun County rates are not accurate and many people are complaining with no investigation to where the money is going.

Terrible Service & No Consideration for Customers. I recently opened a new account with this company to have my gas turned on, and the experience has been a nightmare. They refused to give me an estimated arrival time for the technician, only saying it could be anytime between 7 AM and 7 PM—a ridiculous window. I clearly explained that my business was closed, no one was there, and my home was an hour away, yet they still wouldn’t provide any updates.

I have gas heat and this week has been the coldest in years. I called for a gas leak in the meter outside my house. I was at work. They came and repair it but did not connect it back. They have not come back to connect the gas. This is the third day!! I have been calling every hour. No resolution still. This is the worse experience I have had with a utility company. Washington Gas is the worse company I have had to deal with. Denying heating in the middle of the worst winter to a client that pays bills in time and is current in all payments.

It’s been 24 hours since I have no gas coming into my house. We use it to cook meat and for hot water. I’ve calls now 4 times and still no answers and no has come out. It’s 56 in our house and 17 degrees outside. Washington Gas definitely sucks and do not care about their customers or should I say their paying customers.

Smelled rotten egg odor on 2nd floor. So, I called in for an emergency gas leak check. Took 3 helpdesk people to take responsibility. The first two wanted to blame getting an HVAC or furnace tech first if you smell anything while the gas is on. It's below freezing, so you want to shut us off and test? OK, I called back 15 minutes later, and it's still an issue! They send a guy over after 30-45 minutes. Could not find any leak and didn't even check the main line outside first. Instead, they walked down to the basement and turned off the heat and hot water at my elder retired mom's house.

In September I moved into my apartment. The company set up service and said they had to come light the pilot. I told them I get the keys after 9am on September 13. They showed up at 7am. Nothing I could do. I rescheduled. I was told I would get a 30 minute heads up call. Technician called as he was at my apartment. I said ok I'll be right there. He said if I have hot water the pilot is on and he does not need to come in. I said ok. I have been paying a bill since then. Sunday December 1st I realize my heat is not working. Schedule an appointment to have it fixed. Now I am told it's the pilot. Call Washington Gas and they said I don't have service. That I am paying maintenance fees and can't come out until Friday. And I have to sit around all day, cancel my work and everything else. It's in the 20s outside.

It’s 26° outside and my family and I are stuck in my freezing cold house. They shut our gas off due to “missing a payment” in June and never notified us. We didn’t miss any payments. To schedule an appointment, you must miss work. They can come anytime from 7am-5pm but weekdays only. And the craziest part? They don’t even show up within that window. Last year, my tech showed up at 8 pm. I’m writing this at 7:15 pm waiting for my tech and he’s still not here. I have a 2 year old, 2 cats, my husband, and pregnant self. We’re all sitting here freezing. My toddler has been sleeping with us for two days while we wait for service so she can keep warm. Luckily, I’m in the military and my leadership let me stay home. But imagine they said no? Or imagine I got paid by the hour? That’s a whole day of pay thrown away for no reason. How can you do this to people?

Can they really be this ignorant? I want to stop service because we are moving out of state. Customer service INSISTS the meter is inside the home and they have to send a technician out to access the home to disconnect the service and that someone must be available to let the technician in. THE METER IS NOT INSIDE THE HOME!!!! They READ the meter (or say they do) every month and they don't access the home to do that BECAUSE THE METER IS OUTSIDE. But - because their system says it's inside the home, they REFUSE to listen. They even refuse to acknowledge it is outside when they receive a PICTURE of the meter - I've attached them. Does Washington Gas really hire the most obtuse people on the planet to work Customer "Service" (In quotes because it is laughable to call it that)?

My gas bill of July 2024 was due on July 19, 2024, due to nationwide window system shutting down on July 19, 2024, I could not pay my gas bill on Washington Gas website on July 19, 2024. They charged my late fee. I called customer service and they said that they could not waive my late fee. Very bad company!!!

I called to end my service on a specific date because I was moving. Got a bill and called customer service. The rep told me that my request was on hold because I hadn't provided the lease document. I never had a lease, I owned the house and sold the house. The rep said it was being held pending the copy of the lease. Dense. So, I guess if I remodeled my house and went all electric I would never be able to close my gas account. RIDICULOUS! I'm glad I'm done with them.

I had an issue with my bill and called the customer service representatives about it. They only have the notes on my account to read back to me but do not actually know what they are talking about. I asked to be put in touch with the billing department so that I could get actual answers to my questions and was told that wasn't a possibility. Horrible customer service...it blows my mind that they are allowed to charge people without providing a meaningful avenue for resolution of billing disputes.

After being with WG for over 17 years I am extremely dissatisfied with customer service and lack of accountability concerning processing of payment from my bank which had previously been autopay when I am trying to retire.

I called Customer Service to inquire as the company keeps increasing our bill. When the representative finally answered the call, I shared as I need to speak with someone about the increase of my bill, he shut down the call.

We have scheduled installation and no one showed up. Called and scheduled again and no one showed up. Called and said someone will be there before noon. No one showed up. Ask supervisor give us window and they said 7 am to 9 pm with no heat in the house. I want their monopoly to stop. Let start campaigning for this.

I bought a new home and called Washington Gas per gas supply. I was told that they didn't service my address. 1 week later, my gas was turned off on a Friday and can't be restored till Tuesday. Myself, a toddler and 3 kids were left without hot water in a wintry weather for 5 days. Even when I asked to speak to a supervisor I was told they are busy.

My gas was turned off. I owe 600.00. I was connected to the collections department that asked me 5 times what my name, address, email and phone number was. Additionally they told me I must pay 75% of the bill due to have the service restored and my account was restricted online of making payments ONLINE??? WHY??? SO they make it near impossible to bring it up to date and restore services...THIS IS WHAT THEY DO ALONG WITH ALL THE MISCELLANEOUS CHARGES???? WHO DOES THAT???

It has been extremely frustrating getting basic services from Washington Gas. First, it was difficult to get an appointment, and then they sent a technician who did not have a clue about his job. Then they failed to complete a ticket to make another appointment because the customer service "forgot" to introduce the ticket in the system. It is too bad Washington Gas has the monopoly of the services. Competition is needed here. Maybe this way your service will improve.

My gas was shut off due to non-payment, however, I have made all payments. I was strongarmed for another $420 two days ago. No one showed up yesterday between 7 am and 9 pm, as I was told would happen twice. I was here all day & they said I wasn't. They called this morning at 8:30 with a recording saying they couldn't do it because no one was home. I explained they were supposed to be there the day before by 9 pm. Then today, from 10:30 am to 5 pm I was told 3 times they would be here. I was here. At 4:16 pm when I called back for the 3rd time, I was told they would come tomorrow. I cannot be here tomorrow.

So we purchased a new home, called Washington Gas, and placed a request on March 3 to start the gas service on March 10. Received a confirmation email stating uninterrupted service. March 13: No gas in the house. Washington Gas stopped gas. Called them and they said that they canceled on the previous owner's cancellation date. Well, I own the house since March 10. Shouldn't they listen to me? They promised to come on Friday, March 17. The temperatures were in freezing during these weeks. The house was completely cold.

1. To get to a customer service rep be prepared to wait at least an hour. The recording says short period of wait and then states expected wait time < 30 mins. It's been 74 minutes and I'm still listening to the stupid music and the lying recorded message!

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 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!