Washington Gas Customer Service Issues

To Whom it May Concern, I had a negative experience with the customer service office. I spoke with Ms. Georgian on 6/14/18 and requested to speak to a supervisor. Wyonna finally answered after 49 minutes of waiting and informed me that the call was being recorded. Despite being current on my gas bill and not on any collection list, I found negative feedback on the company's website regarding customer representatives. I have been waiting in my house for 7 hours, and there are conflicting statements about the dispatch of the driver to restore my services. I feel frustrated as there seems to be no solution provided over the phone or email to address this issue. I am considering forwarding this matter to a congressional representative as I believe there must be a better way to resolve these ongoing problems with the service. Sincerely, ---------------

I revoked the ACH authorization on July 12, [redacted], but my account was debited on July 19th. After contacting Wash Gas, I was assured on July 20th that no further auto payments would be deducted, yet on August 20th, $[redacted].13 was deducted via electronic cash transfer. I have requested a supervisor's assistance on multiple occasions, with no response. Raquela mentioned the payment had not posted and a refund would be issued, but Dedra stated otherwise, promising to escalate the issue. However, there has been no resolution so far, and the funds have not been returned to my account.

A neighbor up the street at [redacted] Lorraine Avenue, McLean, VA [redacted], recently had Washington Gas install a new gas line. During the process, Washington Gas knocked down a curb on both sides of the street, approximately [redacted] feet long. The mud and dirt from the project's machinery have covered the street and our front driveway at [redacted] Lorraine, McLean, VA [redacted]. Despite expectations for Washington Gas to replace the curb and clean up the area, it has been over a month, and there is no sign of them coming back to restore the site. Another neighbor who had the gas line installed has also had no luck contacting Washington Gas for a proper response.

I bought this home in [redacted] and have been trying for years to have the gas meter moved outside with no success. Despite numerous requests, the meter remains inside, causing inconvenience for myself and my tenants. Recently, there was a gas issue that was partially resolved by a service rep who was very professional and helpful. He also noticed the meter's placement inside the house. I am getting older and find it difficult to deal with this matter alone. I've seen meters in my neighborhood being relocated by the Gas & Electric Co., prompting me to reach out for assistance once again. If you can help, please respond. If not, I will seek support from other consumer services or local authorities. Thank you.

Subject: Gas Leak - Tree I am reaching out regarding a gas leak issue that has sadly impacted the health of our beloved maple tree. Back in June [redacted], I contacted your team to investigate a potential gas leak around the tree's roots. An Arborist had suggested this might be the cause of the tree's decline. Despite Washington Gas professionals visiting to mark the gas lines, I was not informed of any gas leak findings. After following up, I was promised a reevaluation, but never received an update. In December, we reported a gas smell and a subsequent leak was discovered and repaired. We firmly believe this leak contributed to our tree's demise. Removing and replacing such a large tree is a costly endeavor. We are asking for your assistance in covering some of these expenses due to what we see as a lack of thoroughness in addressing the initial gas leak concern. Please reach out to discuss this matter further. Thank you, Helen D. [redacted] Oliver Avenue Annandale, VA [redacted] Phone: [redacted]

I arranged for my gas meter to be relocated outside by NPS, and when the plumber finished and left, I went to my deck to observe the pipeline work, missing the Washington Gas technician who needed access to my house to install the new meter. I was unaware of this additional step, and when I reached out to the project coordinator through calls and emails, I received no response. The lack of communication led to me missing the crucial visit by Washington Gas. The project coordinator, Edward Henriquez, should have informed me clearly about the next steps, involving access to my house by both the plumber and the gas company. If I had known, I would have ensured to be present for the Washington Gas installation. It is disappointing that despite being home for the initial part of the job, I missed this important requirement due to lack of information. Moving forward, I hope better communication can be maintained by coordinators like Mr. Henriquez to avoid such confusion for customers in the future.

As the president of the St. Vincent de Paul Society in Alexandria at St. Mary's, I have been leading efforts to assist those in need by contributing towards their Washington Gas bills. In the past, we communicated our commitment via email to Mahogany Dunford, who has since left her position. We are now seeking information on the new contact person who has replaced her so we can continue to pledge our support and receive acknowledgment accordingly. When making pledges, we make sure to include the recipient's name, address, and account number for clarity. Your assistance in providing us with the updated contact details would be greatly appreciated. Sincerely, Jim Larocco President, Basilica of St. Mary St. Vincent de Paul Society [redacted]

I reside in Adelphi, MD on Edgemont Drive, and a neighbor informed me about a strong smell of gas in the area. While walking his dog around 11:30 pm, he has noticed this odor occurring multiple times. He attempted to reach out to the company by phone without success. I recall the gas company working on an issue in our area last year. Could you please send inspectors or service staff to investigate if there's an underground problem on our street again? The gas smell has been noticed near [redacted] Edgemont Drive and around [redacted] Edgemont Drive. We are concerned about the safety and would appreciate prompt service in the area. Thank you for your attention to this matter.

I've attempted to contact customer service five times today, but each time I faced long wait times only to get disconnected. We are closing on a house this week and need to transfer the account into our name. The property address is [redacted] Timber Hollow Ct, Reston, VA [redacted]. My name is Tina Ashton. It's frustrating to hear the same information repeatedly while waiting on hold. Can someone please assist us in this matter? Thank you. Tina A.

The Washington Gas account is under my partner's name, Bradley Hansen, at 10 Martins Square Lane, Rockville, MD [redacted]. The account number is [redacted]88. Unfortunately, he passed away on December 4, [redacted]. I am looking to verify if there are any outstanding payments and the total amount due. The last payment on record was made on October 14, [redacted], for $25. Bradley had enrolled in ebill, and I am unable to access it or locate any paper statements. I would appreciate assistance in settling the balance and setting up mail notifications for future bills to ensure timely payments.

Washington Gas recently relocated the gas meters in my mom's Fairfax City neighborhood from inside to outside, but in her case, the job was left incomplete. There is a 24" section of pipe (old gas feed) that wasn't removed, with about 6" protruding into the basement and the rest passing through the foundation wall into the flower bed outside. The patching around the pipe on both sides of the wall was removed during the refit, and the pipe can now easily slide in and out of the wall, posing a risk of water damage during heavy rains or snowmelt. When my sister asked the contractor about this during the work, the technician refused to address the issue, citing liability concerns. We understand that liability was assumed during the work, and we request that the necessary repairs be made. I plan to be present to ensure that the repair is done correctly.

We have been without gas for two months, but received a bill this month for gas usage, despite only using the gas furnace as our sole gas appliance. After contacting them, they mentioned sending someone to inspect, but no one showed up or left a note as claimed. We rescheduled, and again, there was a no-show. The wait time for Customer Service is incredibly long, two hours on hold. Today, February 24th, is the supposed rescheduled date, but we have doubts about their arrival. We had a property check confirming the gas was turned off. Disappointed with Washington Gas service. - J.G. Account #[redacted]78, with meters located in the garage of the building. Phone: [redacted], Cell: [redacted].

On February 19, my HVAC technician advised against using my furnace due to high gas pressure in the service line. I made an appointment with Washington Gas for February 22, but no one arrived or contacted me. Despite my follow-up on February 23, there was no response. After reaching out again on March 1, I was assured someone would come, but no one did. I've been without heat for 10 days now and need assistance from Washington Gas to resolve this. Tom J. ([redacted])

I am a homeowner currently in the process of transferring the gas service back to my name from our tenants effective May 31, [redacted]. Our address is [redacted] North Madison Street, Arlington, VA [redacted]. Despite multiple attempts using the online form, the system does not accept my address in any format. It prompts me with an error message, advising me to contact customer service. This issue has persisted for over a month, and we are eager to have the account transitioned from the renter's name to mine. Best regards, A. Gonzalez

I recently had an awful experience with customer service. My unit (Unit [redacted] at [redacted] S Glebe Rd, Arlington VA [redacted]) had no gas on Thursday (8/19) despite my active account with auto payments. I contacted Washington Gas customer service on Friday (08/20/[redacted]) at 8 AM. A ticket ([redacted]41) was opened, and I was informed a technician would arrive by 12 PM. No one came or called by 1:47 PM, so I inquired. After a long wait, I was told the technician should be there by 5:00 PM, not 12 PM. Despite multiple calls, holds, and promises, no one arrived. I was told to wait until Monday for rescheduling. On Monday, I was assured of an on-site visit by 12:30 PM, but again, no technician came. I'm exhausted waiting and missing work days. It's frustrating how the situation has been handled.

I have sold my house, and the settlement is scheduled for Wednesday, September 15. I know I need to provide the final meter reading and update the billing address for the last bill. After that, the new owners can transfer the gas service to their name. I want to ensure the service continues without interruption, only changing ownership and billing. I have been trying to reach customer service for several days, enduring over three hours of hold time each day. Any assistance would be greatly appreciated.

In May this year, my house at [redacted] Bonita Court, Woodbridge, Virginia [redacted], burned down. We are in the process of rebuilding on the same spot, and the county requires confirmation, either in an email or a letter, that the gas has been turned off so the contractors can work and we can obtain a permit to start. Please contact me at [redacted]. My name is Ernest J. Thank you. I am the homeowner dealing with this property and starting over as we lost everything. Thank you. I'll wait for your response. It's 10:39 am on Friday, September 24th, [redacted]. Thank you.

I have had a disappointing experience with your customer service. I had an appointment with WashGas last Friday, December 10, [redacted], scheduled between 7 am and 5 pm. The technician arrived at 5:30 pm without any prior communication. The individual was from another company working under Washington and was unable to fix the gas meter, needing to consult with the office. After being instructed to reschedule, I called and arranged a new appointment for Tuesday, December 14th, [redacted], between 7 am and noon, receiving order number [redacted]32 from Shalivia. I am concerned about potential further delays and inefficiencies. Calling WashGas results in long wait times, disconnections, and poor service. I hope that today's appointment won't be another disappointment, demanding better service standards.

For the past couple of weeks, my gas meter has been emitting a loud screeching sound that can be heard throughout my house, causing a lot of discomfort. I believe the meter might need to be replaced since I've never encountered this issue before. A few months ago, I had a similar problem with a pool filter motor, which required a replacement. The noise is unbearable, and I can hear it even from two rooms away. Please send someone to address this issue. Thank you. Jean M. [redacted] [redacted] Bellavista Drive Potomac, Maryland [redacted]

There have been recent repairs done by Washington Gas in the Harbor View community in Lorton, VA, at the intersection of Cardiff Street and Greene Drive. However, there are still three holes left unpatched. Two of these holes on Cardiff Street have been in this condition for several months, while the new hole on Greene Street has a pile of asphalt debris beside it. These unrepaired holes are causing traffic issues and pose a danger to children using bicycles and skateboards. Cars driving over the unprotected holes on Cardiff Street are at risk of suspension damage. It seems Washington Gas is taking too long to fix these holes, leading to concerns about potential accidents or injuries. The neighbors are expressing their discontent with this ongoing situation.