Washington Gas Reviews

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.

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.

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.

Tried to sign up for a renter moving out on March 2021. Getting the account to landlord (myself). The customer service says to email document to prove I own the property to enroll in landlord program. Been 6 month and no call back. Winter is approaching and I am genuinely concerned that I won't get heat. Reaching customer service is next to impossible with the automated voice says I have less than 30 minute wait time. That was an hour ago. If there is no heat by first frost, I plan to sue class action.

I've had nothing but issues with this company. When I had them in my apartment, they sent me a bill for the whole complex AND my apartment unit. After my wife and I bought a condo, she had to move out due to work-related reasons and traveling. We were told via phone that an account would open for her at her apartment and the account would stay at the house for me. The gas ended up being shut off at my home. I called and scheduled it to be turned back on, but the earliest appointment was a week out. They gave me a 5 hour window that a tech would show up. Had to call off work to be home for the appointment and here we are, the tech never showed up. No call, no text, no email. Just never showed. No response to my phone call or email to customer service either. So here I am yet even longer without hot water, a stove or oven, and no heat at night because their representatives gave me false information and their technician was a no-show.

I moved from Alexandria VA on May 23rd 2021 and have been unable to cancel my service. The website only allowed me to cancel after that date. I have been calling for 2 months and have been unable to get past their hold music. Their virtual hold has not worked. They have not responded to my emails. I simply will no longer pay my bill until they call me.

Absolutely! This a extremely bad customer service in the gas service history. Never answer the phone. What we can do? Washington Gas need a renovation in the management from corporate to local offices.

A couple of months ago we received notice that our meter needed to be swapped out for a new one, and at that time the tech said he had to turn the gas off bc we didn't have a stove hooked up. Fine. Our house was going through a renovation and we didn't live there, so no problem. Fast forward two months, and we have moved in and have hooked up a new stove so we called for service to be restored numerous times. On the first attempt I spent 2+ hours on hold, no answer. On the next attempt I spent 4 hours on hold only to have my call connected and immediately disconnected once I explained what I was calling about. I was told I was being transferred to someone who could help, but I was disconnected instead.

I keep getting notices that my bill was paid on an account I thought was cancelled in 2008! I've been trying to get them to get that account out of my name for 9 months now to no avail and have yet to have anyone contact me.

If I could give zero stars I would. I have never in my life experienced such a hassle in trying to set up service. I have made 4 attempts at calling, each time on hold for over an hour and once for over 2 hours and still no one picked up. I have sent 3 emails to their customer service and messaged them on Facebook and have yet to be contacted by anyone. When I enter my information into their website it tells me my address is invalid which is incorrect since my current landlord has gas service through Washington Gas. I am now at risk of losing the gas I do have as my landlord has been nice enough to not shut it off until I set up service but that is coming to an end very shortly. Worst utility company I have ever in my life dealt with.

9/7/2021. Hi. The purpose of this post is to inform you that I am also affected by Washington Gas illegal decision making. I am affected in a different way. On 8/26/2021 Washington Gas disconnected my service without my knowledge. I called to find out why and the company’s response was I am listed as a vacant property. I never contacted Washington Gas to inform them I moved. I never moved that’s my problem and I also never reported I moved. There is a house next door to me that is vacant and has stop work orders list go on its location.

I recently moved. I had to stop service at my old place and start service at my new place. Their online system did not work properly. I don't know if they stopped service at my old place, but I know for sure they did not start service at my new place. I called and waited 1 hour the first time and gave up and hung up. Same thing the second time. Same thing the third time. I also emailed them twice and no one replied.

This is literally the worst monopoly in DC. I have tried to switch to BGE and they do not offer service in my area. I have been on hold for 2 hours now with no gas services and still no one has answered. It is just unbelievably bad. I hope they are bought out or go out of business very soon.

Gas smell in the house, called Washington Gas to take a look, they stopped by, turned the gas off and then I had to call a technician to fix the leak, so far so good. Time to turn the gas On....Here is where the issues start, we called and were on hold for almost 2 freaking hours, is this 1995? Why don't you have an automatic online request form? Why don't you have a call back mechanism? Ok they finally picked up the phone, they say the window for re-installation of service is any time between 7 AM to 5 PM....Ok, how can you call that a window of time? That is just the freaking day, ok I have a lockbox. Can you just go in and check the gas? I'm told they can do that and that someone needs to be present....Why?

If I could give zero stars - I would. Their website does not function, so you have to call them. You call Customer Service and they say "your call is important to us, the next available agent will answer your call. Estimated wait time is less than 5 minutes --- over an hour later; I AM STILL ON HOLD. I have emailed - they send an auto response, but nobody actually helps you!! Have been trying to get help FOR OVER 2 WEEKS!!!! Worst company -- if you have any choice, DO NOT CHOOSE WASHINGTON GAS.

The average wait time every time I call it’s about one hour. I’ve had to call five separate times now to get my gas turned on. One of the times one of the associates told me my gas was on when it was in fact not on. If it was cold enough outside it would be very dangerous to someone’s life if they have no gas heat. If this was any other company they would’ve probably been put out of business a long time ago

One of the worst utility companies I've ever worked with. Website is inconsistent bordering on non-functional. I spent an hour on hold waiting to speak to customer service who then dropped the call and didn't call back. I was unenrolled in autopay when I changed my account info in the customer service portal but their system didn't update properly and they charged the wrong account, then they charged me a fee for the mistake they made. Do not use Washington Gas if you have any other options.

Since Washington has a monopoly for gas around DC area, everyone is at their mercy. I sincerely hate their website with passion.

I honestly do not even know where to start from with this company, completely ridiculous. So I had requested them to turn on gas at my new place over 5 times and as other reviewers mentioned, there is not a set time so you are asked to be at the location of service from 7am-5pm, every time I have made an "appointment", the technician did not show up. Is there not an organization that holds this organization responsible, I mean how can they get away with this nonsense.

They replaced a regulator outside my house because it was leaking gas. They replaced it and shut the gas. I was told to call to reconnect and ensure the appliances would be safely operational. Three days after, I still have no gas and I can't accept the fact they are inefficient and don't care about their level of service. I called over 8 times and many times after long wait I was disconnected. What is wrong with this garbage of a company. This is what you go through when a monopoly provides a lousy service. No competition. They don't give a crap. You're screwed.

Called to set up a new account, first agent enter my personal info instead of business info and set up a service date. Waited... no show, no call. I called back, "Oh yeah error on the previous agent, account is not setup properly. We need.... to set you up but you need to call 7 DAYS to verify if we receive the E-MAIL with your documents." Called back after .. "Oh no. It has not been 14 days yet." Meanwhile anytime you call you stay on hold for 30 mins. Called. Escalated to a manager, very helpful set a new service date between 7am and 12pm, no show, no call. I called back, "Oh no. We don't give out service time. It's between 7 am and 5 pm and tech will not call before arrival so you have to stay in the office from 7 am until 5pm. Unfortunately, it is our policy." I wonder if this type of policy makers have ever requested a service from Washington Gas before? Maybe they might be able to reconsider this policy!

The customer service number is a classic example of noise pollution. I was on hold and they keep repeating messages over and over again. If you planning to call them, make sure you have **. Worst call center messaging ever heard.

On Tuesday, I called to have service turned back on. The operator said that they don't work on Wednesday (Inauguration day, I have no clue that it's a holiday!) and earliest that they can come out is on Thursday. I took off work to stay at home...waiting. No show! I called at 3pm, and they said a service request was never opened. I now have to take off another day, and they don't even know when they can come out. "Call ahead" is a courtesy! What the **.

If you have the choice between this company and another gas company, go with the other company. This is the worst customer service I have ever experienced. It does not matter how many times you email or call them, you will not get a response. I have emailed 10 times over a 2 month period and I only get an automated response back. I have called 10 times over 2 months only to be put on hold for over 45 minutes, Every time the automated person keeps saying "Your estimates wait time is over 30 minutes." Who knows if there is actually somebody there to answer phone calls or respond to emails. I get the times we are in, but these are things people can do while working from home. I might just be better off trying to convert everything in my house to electric. AVOID THIS COMPANY AT ALL COSTS.

I am having the same issue as most of the other reviews: I need gas turned on for a new house and it is not possible to do this on the website for some reason, so I need to go through the awful customer care line, and cannot get anything done. Has anyone figured out a better way to do this than do throw away countless hours of my life on this god-forsaken hold line? Side note, if the government would deregulate utilities, then a competitor could come in and put this company out of business, but they are a government-sanctioned monopoly, and they act like it. They know there is nothing we can do about them.

I have tried repeatedly for over two weeks to set up gas service on my new home, and still have no gas. I set up the service online, but no one ever showed up to start the service. I tried again to set a new service date, but the online form was not working. I have tried multiple times today to reach someone, but this is not working either. After being on hold for 45 minutes, the line rang as though someone was actually going to answer, but then they hung up on me. I am now on hold again as I write this. I have emailed customer service at least three times, and they never answer. Does anyone know if there is a way to hold them accountable? I hope the company reads this and tries to provide a better customer service experience.

If I could give Washington Gas a negative star, I would. I bought a new house and contacting all the utility companies from the time we signed the contract knowing that everything was on tracks. We did not have issues with any other company. I called this company more than 8 times and stay on the phone for more than 2 hours sometimes. You may ask how did that happen. I called them from my cell phone at work and since the phone is not being used for anything, I just put it on speaker and waited for someone to come on the line. The voice recording that comes always says that your wait time is more than 30 minutes. I sent them four (4) emails without a single response (only the auto replies).

I called Washington Gas 3 time and was on hold for almost 2 hours each time and after a long hold was kicked out. The third time the agent did not answer my question. I went to the website trying to find help, but none of the help links working, horrible service...

I needed to start a new service. Their website won't allow me to create an account online and told me to call their customer service number. I called multiple times and never got to speak to an agent. Finally, I got hold of an agent and she helped me set up a time for their installer to reset the meter. However, the installer failed to show up during the appointment window. I tried to call but never got through. Not sure when I will have gas. Very frustrating experience.

My first time doing business with Washington gas, I was planning to move to a new house, I called the company and they schedule for someone to come and turn on the meter, the time frame given to me was 7 am to 5 pm! I explained that I don't live in that address yet and asked for someone to call me 20 minutes prior to coming so I can drive there, that didn't happen, the agent came in, knocked on the door and left, I called again and the same scenario happened again, I moved in and the company turned off the gas that day!

I had horrible experience while trying to stop my service. I called Washington Gas and waited for almost 3+ hours but could not speak to a customer service agent. I tried reaching them multiple times but no luck. Nowadays call centers will offer option to call you back so that we don't lose our queue but Washington Gas does not care at all. Got frustrated and tried stopping service online but worst part, online form does not allow you to submit - does not give any error but still submit link is disabled. Customers have to literally take a day off from our work to start or stop Washington Gas. I wish there are other companies in my area so that Washington Gas company does not have a monopoly and not care their customers. Not sure when and how will I be able to stop my service. I am sure my feedback will not change anything at Washington Gas but still at least this helps me vent out in public forums.

Washington Gas's internet payment services doesn't work. Impossible to contact help unless you want to spend 3 or 4 hours. The horrible thing is, there is nothing you can do about the bad service. They are the only gas provider. Thanks Washington Gas for the lousy service.

They won't come start service, it is been two weeks, I called many times, clerks don't care. Every time I call different story, one clerk told me, "Keep calling us to remind us of your appointment" because they forget appointments, here we sitting in cold.

Was overcharged and called in to speak with rep and waited on hold and spoke with people who had no idea what they were doing. Then after multiple calls was told to email customer support. 2 weeks later they send back an email which tells me nothing about the overcharge, I then respond right away and another 2 weeks later they tell me we sent you a refund. Only problem the refund was for my initial deposit not the overcharging. Going on 20+ hours of fighting for 100 bucks. Nightmare company but hell who else you going to use. STAY AWAY AT ALL COSTS!!! KNOWING WHAT I KNOW NOW I WOULD'VE SKIPPED HEAT!!!

I signed up for autopay when I moved into my new home in Washington, DC. A few months later I started getting phone calls instructing me to call the Washington Gas 800 number regarding my account. I did so, twice. I was told all was fine; it was a computer-generated error on their end due to an auto payment problem. Then I received a shut-off notice in the mail. Sure enough, the gas was shut off almost immediately thereafter. Auto payment had not been debiting my account, and I was hundreds of dollars in arrears. Washington Gas said it would be days before they could turn it back on again. I said that would be unacceptable, as I would be traveling and unavailable to relight the pilots throughout the house. After much back and forth, we got my gas service restored.

I wish there was another option in my area. There is a constant smell of gas in our neighborhood and we are told that the leaks "aren't a priority" and they will get to them in time (for years). Plus, they cost about double what I paid when I lived in Laurel or Baltimore. AND, their customer service is terrible. For example, the phone line they put in their letter to make a payment to avoid shutoff is actually disconnected. Installing propane would be very expensive, but the horribleness has me considering it.

Washington Gas - five leaks have been discovered because I keep calling. Yesterday they said they fixed it. Today we have no heat or hot water due to three more IN MY HOME. NO HOTEL VOUCHERS PROVIDED. I was a furloughed govt. employee of 18 years, then became disabled on LWOP, I believe due to constantly breathing the gas. My children have been sick. My grandson. Our animals. I tried getting hotel vouchers. It's freezing!!! I don't have credit to pay for hotels... They will be back tomorrow, but this is so unfair. We are so cold. And I can't work. Washington Gas should be overhauled. I will be seeking legal remediation.