Washington Gas / WGL Holdings
Reviews and Complaints

I have had a good experience with washington gas for the past 10 years until recently. Although I have been making my payments on time, they keep charging $25 every time saying I have a "returned item". I have been calling them to explain that my accounts information has not changed for the past 10 years and I have enough funds in my accounts to take care of their bill but they don't seem to care. I even called my bank to verify if there was any reason for washington gas not being able to take money out of my account but they replied my account was good for them to take their money. Washington gas have not made the effort to investigate the issue. They seem unconcerned and keeps charging me $25. I don't know who can help me address this issue.

I have a residence I Virginia, I have been trying for the past one 1-2 months to have Washington Gas turn on ny Gas so I can have heating and hot water. I have scheduled 4 different days for a tech to come and turn on the Gas. I sit there from 7am- 5pm, no one shows up! I have called them at least 20 times in the past 2 weeks alone, spoken to 3 different Managers, Allyson, Christina and Dracey. And they all promise and swear the Tech will show up- no one shows up.

It's 30 degrees outside, I have no heating and no hot water. My pipes can freeze and my pipes can burst and cause flooding. No one cares and no one from Washington Gas has helped me so far. This is so dreadfully frustrating I don't know what to do anymore. Who can help me?

I was not provided with a disconnect notice prior to disconnect.

I was not advised that I would need to contact customer support in order to settle the bill and restore services. I was only advised that I would not be able to restore services until the following day that I had paid.

When service was not restored the following day, I called and was informed I had to pay a reconnect fee and late fees. I paid those and scheduled someone to be dispatched to turn the gas on. I asked the customer support representative if I would have to be home and she told me no. So on Friday morning when someone came out, I was at work and was unable to answer my phone due to working in a secure location.

When I called back to get dispatch rescheduled I was informed that the next dispatch time would not be until the following Monday. Additionally he informed me that I needed to pay a security deposit and also sign a new contract (two other things that that previous customer support rep did not inform me of).

I called back to speak to someone different and used the start new service option and she informed me that someone would be dispatched that evening. Yet the previous rep (and his supervisor had told me that no one was available)? I stayed home and watched the clock- it is now 812pm and I have had nobody come to my residence. I even called at 6pm to verify there hadn’t been a change and she assured me that someone had been dispatched.

I am a single mom to two boys. We rely on my income and only my income. I work full-time. I have been without hot water since 5/11 and now I fear I won’t have hot water for the weekend. I can’t afford a hotel for a shower. The supervisor had the nerve to tell me to ask a neighbor to use their shower- that is the wrong answer. This company has failed me every step of the way and because they have a monopoly on natural gas in the DMV area they feel empowered to do what they want. It has to stop.

To Whom It May Concern;

My name is Gwendolyn Brown and I have been a Washington Gas residential customer since July 2008 service address is 4605 Hallet Pl, Rockville, MD 20853. I have never had a complaint with Washington Gas until now.

On the day of October 12, 2021, I notified Washington Gas that I had a smell of natural gas leak from around my front door and in my wash room around the dryer. Washington Gas quickly dispatched the appropriate crews to identify the leak, disconnect service to the entire house instead of the individual line attached to the gas dryer. First of all the gentleman that evaluated the leak was very apprehensive to explain to me where the leak was and why he shut down the entire line of service. He stated, "I explained it to your son." Well the time frame was for 2 hours and he arrived at my home before 2 hours and he was finished and sitting out in his van. He did explain to me that the connection needed repair and if I felt comfortable enough for the plumber to turn on the gas I could have him take care of it or He'll come back to turn it on.
I called my plumber whom made the necessary repairs but when he attempted to turn the gas back on it didn't work, so I called to see when could my service reconnected. Not being knowing to me that there was a time frame to call to have service reconnected until I spoke with customer service. Of course it was too late to have someone come out for reconnection of my service. So I took off from work today 10/13/2021 awaiting the technician and it is now 1:30pm and NO sign of a technician I have been at this point disabled in my own home I can't cook, wash dishes, shower, or was clothes in my home. This is such an inconvenience and quite annoying.

Today 10/13/2021, patiently waited for the arrival of a technician, and I called again to I informed the Washington Gas representative I have been waiting for the arrival of a technician to restore my gas service and no one has arrived.

Last night I was on hold for over 56 minutes prior to being able to speak with a representative from Washington Gas. He informed me that I needed to wait and my appointment was high priority but he didn't inform me that it was for all day up until 5:00 PM for the technician to arrive. I explained that this was an disservice and bad customer service that I wanted to speak to a supervisor. I was informed that the supervisor was not available and would be calling me in the morning hours. I have yet to receive a call from anyone at WGL. I was also told to wait until 5:00 PM for the technician to arrive or reschedule service connection. Again I stressed to the representative that is unacceptable and I was told if that was all I needed he had to get off the phone with me because I was not the only client that may need help. He made it clear that it was not his responsibility of knowing when technicians would arrive. Customer service representative name was "Franco."

I again, called Washington Gas again 10/13/2021 to inquire about my appointment. I eventually spoke with a representative today who was very understanding and helpful. I explained to her what had transpired and she checked the schedule for availability of getting a service technician out to my residence. I was informed that my appointment was scheduled last night set for priority. And she was helpful to take and submit my complaint for the technician who turned my service off.

I'm a totally dismayed at how a simple gas leak and service reconnection order went so wrong…I know Washington Gas prides themselves on good customer service, but I'm afraid your company missed the ball on this situation. First, since I have no gas service, and I reiterate that I unable to prepare any meals (gas stove) nor take hot showers (gas water heater) loss time and monies from taking off my job awaiting a reconnection set for all day which is totally unconscionable. Secondly, I spent way too much time on the phone waiting to speak with a Washington Gas representative or supervisor to figure out this debacle.

As a long time Washington Gas customer, I am very concern about Washington Gas's ability of providing good customer service without mishap. If you have any questions or concerns, please feel free to contact me at home or my cell.

Sincerely,
Gwendolyn Brown

I received an email on 9/26 stating that as of today 9/27 there would be a call back feature for giving customers the option of not experiencing excessive hold times. That is false. I have been on hold for over an hour currently with no call back option and no ability to speak with a representative. This is at least the 7th time in the last three weeks that I have experienced excessive hold times with no ability to speak to an agent and schedule new service for a property my family is attempting to rent. I also attempted what I believed to be successfully scheduling for an appointment for new service online on washgas.com the week before last, but I received no email or text confirmation of any kind and when came the time for the appointment I never heard from Washington gas and Washington gas didn't show up at all. Washington gas is failing miserably in its lack of even a minimum standard of customer service and should be replaced with a competent company that has basic respect for its customers.

I've been attempting to get in contact with Washington Gas for several days now to terminate my service. I have attempted to call several times and have waited for hours at a time. I've reached out via twitter and via facebook with no resolve. I cant get a hold of anyone to help me terminate my service and I am moving out of my current apartment. I will be forced to either continue paying for a utility that I am no longer using at a location I'm no longer at, or just stop paying - with potential repercussions! This is completely unacceptable. Washington Gas has had issues like this for years, and has done nothing to resolve their issues with customer service.

Since August 9th (today is Sept 14th) I have called and emailed Washington gas. I am greeted with an automated message that services are going to be improved. No human ever picked up the phone or responded to my emails.

I have a bill due at an address I no longer live at. I hope that when I do get in touch with the company, they will amend this bill. Why should I be liable when they failed to maintain any method of communication.

On 8/26/2021 Washington Gas employees were recorded by my Ring camera digging a whole in front of my house. I returned from work and noticed I didn't have any hot water to take a bath. I walked outside and smelled a gas smell next to the meter. I called my plumber and days later he smelled the same gas smell and to me to contact Washington Gas . I tried calling Washington Gas at [protected] and stayed on the phone for hours and no one answered. I called 844-WASHGAS [protected]) and selected option 1 and spoke to an emergency operator who dispatched a Washington Gas employee. A black male Washington Gas employee responded who opened the gas meter and the gas smell was stronger. The Washington Gas employee informed me that I my gas Lind has been turned off. The male Washington Gas employee called his dispatcher and informed a female who responded that someone needs to come and check out my property. The Washington Gas female dispatcher told the male employee that she is not sending anyone out to my house because my property is listed in her system as vacant and she is not responding to a vacant house. I informed the male Washington Gas employee that I have been paying my bills and showed him my online account displaying my paid balance in August 2021 with a 0 balance. I showed the male Washington Gas employee the actual vacant house next door that does not have an enclosed wall facing my house. I informed the male Washington Gas employee that Washington Gas turned off my gas in error and labeled my property vacant in error. The male Washington Gas employee received a dispatched call from his male supervisor who informed him to report to another call in Washington DC. The male Washington Gas employee informed his supervisor that he needs to send someone to my house because he is concerned and told him I have an urgent issue that needs to be addressed. The male Washington Gas employee left. I called 844-WASHGAS [protected]) and selected option 1 the same night and informed a female employee that a Washington Gas employee was sent to my home and told me he could not help me and was dispatched to another location in DC by his supervisor. I informed the female Washington Gas employee on the phone that I heard the dispatcher stating my property is vacant and told her I never reported my property as vacant and never asked for my services to be disconnected in addition I informed the female employee that all my bills are paid and that I have a 0 balance. The female Washington Gas employee said she will fix my account by reactivating my account and list that my property is not vacant. The female Washington Gas employee informed me that she will send someone else out to my property. No one ever arrived. I had to take another cold shower. The next day I called 844-WASHGAS [protected]) and selected option 1. Another female Washington Gas employee informed me that my account is still not active and informed me she will send someone yo look at my gas meter. A male Washington Gas employee arrived and did not let me know he was at my property. I saw the Washington Gas employee in my Ring camera recording checking my meter and left. The same night I called 844-WASHGAS [protected]) and selected option 1. Another female Washington Gas employee informed me that the male that responded told me that my line is disconnected and that I do not have a gas leak. I requested to the Washington Gas employee to request for my services to be reconnected and informed her that my service was disconnected in error. I also listed complaint after complaint in my Washington Gas account requesting for a supervisor to call me to help me and no one contacted me nor responded to me. I emailed Washington Gas using [protected]@washgas.com several times and never received a response. I reached out to my PGMD County Council At Large and the Director of PG Maryland Building Permits office to ask for their assistance by email and both informed me they would contact Washington Gas on my behalf. Days went by and still no help. I saw on my Ring camera that a Caucasian male came on my property to take my gas meter and didn't contact me. I filed a complaint complaint online with PG County MD 311 and filed a complaint with the MD Attorney General Office and my service is still disconnected. I also filed a complaint with the PG MD Consumer Division for gas issues. Nothing has happened. I can not wash my dishes using cold water. The winter months are approaching and I won't have any heat. The cold weather would cause my pipes to burst if this problem is not fixed before winter arrives. My house is not habitable with gas and hot water and isn't sanitary. I would like to seek an attorney if I could to file a lawsuit if I could. Washington Gas made a mistake, because my bills with them are all paid and I never called to disconnect my service and never listed my property as vacant. Washington Gas service is unsatisfactory.

To Whom It May Concern;

My name is Gustavus L. Johnson, Jr. and I have been a Washington Gas residential customer since July 1993 (account #[protected]) service address is 8809 Cuttermill Place, Springfield VA 22153. I have never had a complaint with Washington Gas until now.

On the morning of September 3, 2021, I notified Washington Gas that I had a natural gas leak from around the gas meter in my back yard. Washington Gas quickly dispatched the appropriate crews to identify the leak, disconnect service and make the appropriate system repairs within 2-3 hours from the time of my initial notification. I was very pleased with the expediency of service provided by Washington Gas.

Upon finishing the job, one of the technicians provided a "Notice of Natural Gas Odor Call & Leak Repair Service" form (see attachment) so that I can call and have my service reconnected. I mentioned to him that I had a 1:30 PM appointment and would be unable to call until I returned home after 2:00 PM. He indicated that should be OK, just call. So I notified Washington Gas around 2:45 PM and I was informed that a service technician would be out to my residence to reestablished service sometime by 7:00 PM.

I patiently waited for the arrival of a technician, and around 6:03 PM I called Washington Gas to find when a technician was enroute to my residence. I was on hold for over 20 minutes prior to being able to speak with a representative from Washington Gas. I informed the Washington Gas representative I have been waiting for the arrival of a technician to restore my gas service and its almost 6:30 PM and no one has arrived. She informed me that I needed to wait until 7:00 PM for the service technician to show up. As I stressed to her that no one is going to show up (knowing that its Friday evening of a holiday weekend) and that I request to speak to a supervisor. I was informed that the supervisor was helping another customer and that the supervisor wanted me to wait until 7:00 PM for the technician to arrive or reschedule service connection. Again I stressed to the representative that is unacceptable and can wait to speak to the supervisor after she finishes with the customer she was currently helping. Again, I was put on hold until 6:55 PM before being transferred to a customer service survey, which I rated customer service as being poor. I called back around 7:00 PM, still no service technician, and was on hold for about 10 minutes before speaking with Heather who I explained my situation to her. She made it very clear it was not her responsibility of knowing when technicians would arrive and she transferred to me somewhere and eventually phone connection was lost. I called Washington Gas again was eventually spoke with Ronechia who was very understanding and helpful. I explained to her what had transpired and she checked the schedule for availability of getting a service technician out to my residence. I was informed that the soonest appointment would be Thursday September 9, 2021. I informed her that this is totally unacceptable given the fact that I had a gas leak which was repaired this morning. She also informed me that there might be a chance that it could be taken care of on Monday after I call it in again...

I'm a totally dismayed at how a simple gas leak and service reconnection order went so wrong…I know Washington Gas prides themselves on good customer service, but I'm afraid your company missed the ball on this situation. First, since I have no gas service, I unable to prepare any meals (gas stove) nor take hot showers (gas water heater) over this holiday weekend (or until service is reconnected) which is totally unconscionable. Secondly, I spent way too much time on the phone waiting to speak with a Washington Gas representative or supervisor to figure out this debacle.

Lastly this gas leak was tied directly to a prior gas leak which I reported in the fall of 2019; where the Washington Gas crews patched the leaking pipe instead of replacing it. And prior to patching the pipe, the crew dug up my yard. I questioned the crew chief about who was going to fix my yard (i.e., top soil, seeding,) and I was informed that Washington Gas would be sending someone out to make needed repairs to my yard over the next few days. No one from Washington Gas came out to fix my yard even after numerous calls to Washington Gas customer advocates. It became clearly evident that Washington Gas had no intentions of fixing my yard, and, as a result, I had to make the repairs to my yard in the spring of 2020.

As a long time Washington Gas customer, I am very concern about Washington Gas's ability of providing good customer service without mishap. If you have any questions or concerns, please feel free to contact me at home [protected] or my cell [protected].

Sincerely,

Gustavus Johnson

My Washington Gas Account # is [protected]. My information is: Thomas M. Brown, 6616 Comet Cir., Apt 206, Springfield, VA 22150. My move out date is 9/15/21. I understand that Washington Gas is having trouble responding to customers, but in my experience is they can't respond to customers.

I have made over 10 phone attempts at contacting Washington Gas. The longest attempt was over an hour, waiting on hold. While on hold, the automatic response is that I had over a 5 minute wait. Subsequent calls now say over a 10 minute wait. I have tried calling first thing in the morning (8:00AM) and later in the evening, past 8:00PM. One of my calls I was able to leave a voice mail and instructed that my call would be returned as soon as a customer service representative was available...still waiting! Feel free to contact me at [protected] (Text or Call) or by email: [protected]@protonmail.ch. Thank you for your help!

8/27/2021

Dear Sir:

Washington Gas workers were parked in front of my property digging in the street 8/26/2021 and also walked onto my property completing their work.

The Washington Gas workers left behind screws and bolts in front of my driveway. I didn't know screws were there until I drove over my driveway and here screws banging in the back of both of my rear car tires. I have a ring camera and took screenshots of the crew working and took screenshots of the nails snd bolts in my tires and screenshots of the nails and bolts left at the end of my driveway by Washington Gas workers.

This is a safety concern and dangerous. This type of incident will cause me to obtain a flat tire and get stuck on the road. An incident like this causes me hardship. I have other bills to pay especially a bill towards your company. I did not intend on paying out necessary monies like this which could have been prevented.

I am asking for reimbursement of two tires that I am going to replace. I will save my receipts. If I am not going to get reimbursed I will file a consumer complaint and file a complaint with the BBB if I am not reimbursed. The workers should get a metal magnet to pick up screws behind themselves to prevent problems like this. It's expensive to change tires. I am not a happy customer.

See pictures of nails left at end of my property and inside my tires.

K Coley
[protected]

it has been 5 days each of being on hold for more than 2 hours. I have tried every thing imaginable to get through to the customer service department, this is inexcusable. I have even written a letter and mailed it certified, the post office couldn't find the correct address. What is going on with this ! I refuse to be charged for use after September 1st because I have tried now since Augus 21st to alert the washington gas people. I am so angry at being on hold for so long, each and every day I tried. Plus your depressing, morose, dirge of a music is sickening.

I've been tryin got reach Customer Service for 2 weeks to start and stop service.
Automated call back is not calling back.
On the phone for 45 minutes and no answer each time I call & are placed on hold.
Cannot use the website to start service, it will not accept and says call Customer Service!
Unacceptable business practices & TERRIBLE website & lack of customer service.

I need to get new service as I am moving-WASHINGTON GAS- what do you suggest?

Whomever this concern, I had my account closed and my service turned off when I signend up for the 12 month plan and for some reason
it was applied to another account and my service was turned off. The rep could not explain how this happened. They set up a time to come back out and turn on August 4th we missed him. I called August 5th and the rep sent someone out same day. On August 5th the tech came out he was in a Washington Gas Truck and in uniform I showed him the door to the basement and he went down. After about 20 minutes I went down to see what was taking him so long. I observed him taking pictures of my basement with a cell phone. I than yelled out are you done and he said finishing up come up now. He left and went to his truck where he sat in front of my home for over 30 mins. than proceeded down the street and he slowed down in front of 15523 Orchard Run dr Bowie. I know the owner works for Washington Gas maybe just a coincidence. But I was so concerned about his behavior and how long he sat outside my home I took a picture of has truck attached below. I called customer service to complain about his behavior and was it normal to take pictures in a customers home and I was told there is no where in the system where we were there on the 5th of August. I would like to know why was he here and why was he taking pictures. This was not a normal service visit. Why is this visit on August 5th not in your system? I called to complain about the visit and you guys have no record he was here. I was so concerned about his behavior and he sat so long in front of my home for so long, I took a picture of his van be for he left. The picture is time stamped! Please feel free to reach I look forward to hearing back from a representative.

I just experienced the WORST CUSTOMER SERVICE in my whole life!

I found out that my unit (unit 714 located at 3600 S Glebe Rd, Arlington VA 22202) has no GAS on Thursday (8/19). Called the customer service at washing gas last FRIDAY (08/20/2021)at 8 AM. I was told that my account was fine, and would have somebody to go to site to check it out.

THE TICKET ([protected]) WAS CREATED then and was told that the technician would go there by 12pm on Friday. We were waiting until 1: 47pm, nobody called and nobody showed up. Then I called to check the status. After 2 hours 19 minutes hold, I was told by the customer service that it was dispatched, and did not know why nobody had not showed up. I asked for a manager and after hold for a long time, the manager told me that even though the ticket said that the technician should be there by12pm, actually it should be by 5:00pm. The job should be completed by closing of the FRIDAY. I trusted the manager's word. Wait until 5:15pm, nobody showed up. Then called again, after more than 1 hour and 15 minutes hold, the call ended due to incoming call which I was hoping that was the technician's call from WASHINGTON GAS, but unfortunately it was Spam caller. I started calling again at 6:30pm, hold until around another TWO HOURS. Finally I talked to a customer service. I was told that the system was very slow, and I HAD TO HOLD FOR WHILE, SO SHE CAN SEE MY ACCOUNT. It was 9pm then. I asked to have somebody to help me, she said that she would try to get somebody, but not guarantee . If not, she would try to re-schedue it for Monday since nobody could don on Sat for VA. I missed my job whole day to wait the technician on FRIDAY, and not sure if I would be approved for Monday, and not sure if somebody would show up on MONDAY even I miss job again. I was trying to have her schedule to have somebody fix it on FRIDAY NIGHT, however the call DISCONNECTED around 9:30pm.

ON SAT MORNING (8/21), I NOTIFIED BY the automated machine call that the job was not able to completed as scheduled. If reschedule is needed, please press 1. When I pressed 1, I was told that the office was closed.

Can somebody please call me at [protected] and advise what I need to do to have the issue solved?

I'm enrolled in Washington Gas' Automatic Name Change Program. My tenant moved out on July 10th and I've been trying to have the service in her name terminated since then.

I've spoken with Washington Gas 3x (on hold for 2 hours each time) and have been given 3 completely different sets of instructions for resolving the issue.

So far, I've emailed the ANCP program and customer service (as instructed by customer service reps each time) with no response from either in over a week.

Despite refusing to resolve this issue, Washington Gas continues to harass my old tenant about accessing the property she no longer occupies for a meter inspection.

I called the number listed on the latest letter to my tenant for the Customer Meter Services [protected] which does not appear to be an actual phone number.

It is has been absolutely impossible for me to resolve this issue. Meanwhile my old tenant is paying for service where she no longer lives.

I am writing to make a formal complaint against the Washington Gas.

On 2 July afternoon, we received a call from the Washington Gas is stating the technician is at my residence (4714 Blackfoot Rd, College Park, MD 20740) to connect the gas. Nobody informed us prior that the gas was disconnected and the technician was going to show up. My wife called the Washington Gas to reschedule for the technician to show up on 5 July between 7AM - 5PM. Although 8 hours of wait time is a little unreasonable, I agreed to be there during those time.

On 5 July, I took a day off from work to be present at my residence at exactly 0650 hours. Waited, Waited, and Waited and made (3) calls to the service desk and was informed the technician will be on site. I waited (13) hours until 8PM and still NO SHOW. I called the service desk again for the forth time to reschedule for 9 JUL for the technicians show up between 2PM to 6PM. They showed up sometime around 1000AM while I am still at work to state nobody is home.

It appears there is a huge disconnect between the service desk and the technicians in terms of how they communicate and in the meantime, I have been without the gas almost a WEEK!

I have received very high gas bills for the past four months. Bills exceeding $1, 000. I have contacted the gas company numerous times with very little results. The bill for February - March was $1, 211.04 after contacting prince George's executive office and the gas company the bill was reduced. I have received another high bill for April-May and it was $1, 195.97.

My gas meter shows a difference of 1, 000 point between the actual reading by a gas company Tech and the bill sent to the house. I have requested a replacement meter. A meter that agree with the gas company's billing office. The technician called me today and stated that the order was to put in a meter for a newly constructed home. My house is over 50 years old. The tech told me if he filled that order it would erase my history with the company.

My name is David & Wynedka Holland, 301 Rexburg Avenue, Ft. Washington, MD 20744, My account number is [protected]

I have lived at my current address for 3.5 years. I moved in on Nov 17, 2017. As of Jan 2021 and quite mysteriously, Washington Gas canceled my service and sent me a final bill. I called to get it reinstated -- we do have gas -- but they seem unable to figure out how to get me a gas bill or fix my account. I have spent 4 separate occasions in the past few days trying to reach out to Washington gas and EVERY SINGLE TIME it takes > 45 minutes and they hang up on me. Its INFURIATING!

I would've thought in a million years that it would take this much to start a new service. I have been reaching out to Washington gas for months now. After several attempts I finally was able to reach someone only to be put on hold for 30 minutes to an hour. I did all the requests that were asked for me to start new service through email. I received an email confirmation that my request to start service on 2/1/21 had been received. The email also said that I should receive a confirmation for the scheduled day within 5 days and if I didn't to call customer service. I called within the 5 days in was finally able to talk to a customer rep who was NO HELP AT ALL! Now here we are months later A bunch of emails and phone calls and an account number that I can do nothing with. Now my GAS was turned OFF yesterday! Of course, I reached out today with the concerns of my gas being turned off due to Washington Gas negligence. This is very unacceptable I have children under the age of five in my household as I explain to the customer service rep in the expedited office. And as I felt disrespected by the customer service rep telling me that it will take 14 days for me to receive service because of them being short staffed. It is very unacceptable that I will be unable to cook for my children or provide a warm home with heat because of the negligence of Washington Gas. I have done all that was asked of me and I'm still dealing with this. [protected]