Complaints

This profile includes complaints for Washington Gas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Washington Gas has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Washington Gas

  101 Constitution Ave NW Washington, DC 20001-2133

• 

  Washington Gas

  6801 Industrial Rd Springfield, VA 22151-4205

• 

  Washington Gas

  PO Box 37747 Philadelphia, PA 19101-5047

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/29/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a Washington Gas customer for 6 years and have never missed a payment. But, I recently discovered significant overcharges, making me question how accurate their billing has been over the years. It appears they are not actually checking meters but instead relying on estimates based on past usage.I was not home for the entire months of February and March. Before leaving, I set my water heater to vacation mode and my thermostat to 55F to minimize gas usage. Given the mild temperatures, my heating system should have turned on rarely, if at all. Despite this, I was billed $276.38 for February.On March 5, I contacted Washington Gas to dispute the charge. They provided me with a ticket number(6003441957h and said someone would check my meter within 7 days. After following up, I was falsely told that my meter had been checked on March 4, which was untrue. After pressing the issue, they created a new ticket***********) on March 14, and after another 7 days, my bill was finally adjusted, leaving a negative balance of $189.18 However, just 2 days later, Washington Gas issued a new March bill for $283.87 , wiping out the negative balance and leaving me with an $94.44 remaining chargeagain, for a month when I was not even home. I had to repeat the entire process again on March 28, wait another 7-14 business days, and go through the hassle of explaining the situation once more.This is a clear pattern of inaccurate billing and poor customer service. I am concerned that ********************** may have been overcharging me for years without my knowledge. If I hadnt caught this discrepancy, I would have paid hundreds of dollars for gas I never used.Desired Resolution:1.A full audit of my billing history and meter readings to determine if I have been overcharged in previous years.2.An immediate correction of my March bill and confirmation that my meter will be accurately read going forward.I am requesting urgent action to resolve this issue.

  Business Response

  Date: 04/09/2025

  April 9, 2025
  
  ******** Fan
  ****************************
  **********************
  
  RE: WASHINGTON GAS ACCOUNT #: ************
  
  Hello,
  ********************** received the complaint filed with the Better Business Bureau. Review of your gas account shows the customer had an estimated bill for billing period Jan 28, 2025, to Feb 26, 2025. Washington sent a technician out to inspect the meter on March 6, 2025, the technician found the meter to ok, and the day of the technician visit the meter read ***** and the meter estimated read was ***** which was 9 therms off. The following bill was an actual read and if the reading was lower than the customer would have received an adjustment on the bill to reflect the actual reading. In the future the customer can read their meter to compare, I have attached where you can find when your meter will be read next it is located on the second page. If you see a difference in the bill and the meter you can submit a picture of the meter. The customer has received actual reading, the one bill was estimated, and the following bills have been actual.
  
  
  Washington Gas apologizes for any inconvenience you have encountered.
  Thank you for this opportunity to be of assistance.  We appreciate your business and value the opportunity to serve you.
  
  Consumer Relations Department (TM)
  Washington Gas

  Customer Answer

  Date: 04/09/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23134020
  
  I am rejecting this response because:
  m m I received a new bill for March totaling $276.38, which wiped out the negative balance and left me with an additional charge of $88.9 again, for a month when I was not even home. I had to go through the process again on March 28, with a new ticket number issued ***********), and was told to wait another 7-14 business days for resolution.
  This pattern of inaccurate billing and poor customer service is concerning. I am now worried that Washington Gas has been overcharging me for gas I never used, and if I had not noticed this issue, I would have paid hundreds of dollars for gas I did not consume.
  Desired Resolution:
  1. A full audit of my billing history and meter readings to determine if I have been overcharged in previous years.
  2. An immediate correction of my March bill and a confirmation that my meter will be accurately read moving forward.
  
  Regards,
  
  ******** Fan
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/20/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need to put a complaint about Zia and ******** in collections department and feedback about the online portal. I see no reason as to why I get told so many different numbers to get my services back on.Originally on Feb 28th I spoke with someone and they got me a payment arrangement they told me to pay 150 something they originally wanted the first week of March I explained that I could not because of rent being due they said that was fine as long as I paid by the 17th. On the 17th I paid $200 (MORE than the 150 something they told me) March 18th my service was disconnected Zia told me that I had to pay 537 to get it reconnected today (mar 19th) while the website said ****** after I asked for a supervisor MULTIPLE times and for her to look for another solution she refused EVERY time I gave up and hung up on her because at this point I am frustrated at the lack of professionalism and urgency that Zia did not even care to show.I called back same night after paying what the website stated I needed of ****** ($410) and got ******** she stated they would not be reconnecting because they would not accept what your website stated was enough that they wanted more. I am not sure of what shadiness they are running over there or they are doing or just taking people's money and not reconnecting them but this WHOLE ordeal was completely wrong! ******** then states she wouldn't get it reconnected today anyways and it would be tomorrow again I am being told and sent in circles when I am JUST trying to get my children gas to shower in WARM water! I asked AGAIN for a supervisor and again was denied one. I am completely through with this whole company!I have NOT received a call from ANY supervisor I have NOT reconnected my services after paying the WHOLE balance!I have NOT been told the SAME information at all since this whole situation began.This has been the WORST experience EVERI can only HOPE there will be another company I can get gas from.

• Initial Complaint

  Date:03/17/2025

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****************** has one Washington Gas account #************ (since the late 1990s) ; In July 2024, Washington Gas admittedly opened what they call a "dummy account" in our name causing huge issues with our bill. The dummy account is #************. Not only did the s**** this up by setting up a dummy account without authorization, but I sent them the entire scenario (including all payments) and they refused to speak with me because my name is not on the account. These goofballs need to correct these accounts immediately! How unprofessional after they created the mistake. I sent them every payment since we had a $0.00 balance. We have it set up on *** so the payments are automatic. They have created a mess and will not address the issue with me. CALL ME! I want all late fees, interest, etc. removed and the original account corrected. I also need corrected bills once all the payments are correctly processed.

  Business Response

  Date: 03/25/2025

  March 25, 2025
  
  ****** Phibin
  *************************************************
  **********,VA 22304
  
  RE:BBB Complaint #********
  
  Hello,
  
  Washington Gas reviewed the complaint you filed with the Better Business Bureau. Complaint states that a second account (current resident) generated at this service address. Request submitted for Washington Gas Billing Department to review both accounts referenced in your complaint. Response received from Billing Department.
  
  Four Payments paid/posted on Current Resident Account #************ listed below in RED. All payments moved over to the correct account for ********************* #************
  
  Paid December 10, 2024 - $97.97
  Payment applied with the credits listed on 2/15/2025 bill ($292.48)
  
  Paid December 13, 2024 - $47.05
  Payment transferred listed on 2/19/2025 bill
  
  Paid December 24, 2024 - $52.08
  Payment transferred listed on 2/19/2025 bill
  
  Paid February 14, 2025 - $1,113.29
  Payment Transferred, will be listed on next bill generating from April 11, 2025 meter read. Will show as payment on page two of this statement
  
  Credit balance listed on #************ - $769.16 (as of 3/24/2025)
  
  Verified,your name is listed as an authorized representative for the ******************** account.  
  
  On behalf of Washington Gas, I apologize for the delay in getting this matter resolved for you.
  
  Consumer Relations Department (kv)
  Washington Gas 
  
  

  Customer Answer

  Date: 03/25/2025

  I need an account history statement of all the charges and showing the payments.  We were set up as an EFT and they were paid any amounts requested which technically is theft.  When they opened the dummy account, who knows if they even charged us the correct amount.  Who was the dummy account set up for... one of our 1769 homes in the community?  There needs to be an explanation and accountability here.  We have an auditor who would like to review all charges and payments.

  Customer Answer

  Date: 04/08/2025

  The attachments we have received are two separate bills for Bill date February 19, 2025 (service dates 1/15/25 - 2/18/25) and Bill date February 15, 2025 (service date: 1/13/25 - 2/14/25)... we have ONE account until they opened a dummy account last July.  I want a statement of account and an audit of our gas meter.  This is still not right.  Why do I have two bills for gas that was RECENTLY sent by Washington Gas.  

  Our payments since December 2023:

  $78.08 -- EFT cleared on 12/8/23

  $126.49 -- EFT cleared on 1/8/24

  $472.41 -- EFT cleared on 1/8/24

  $292.48 -- EFT cleared on 2/8/24

  $565.70 -- EFT cleared on 3/8/24

  $334.82 -- EFT cleared on 4/8/24

  $206.07 -- EFT cleared on 5/9/24

  $51.72 -- EFT cleared on 6/6/24

  $50.44 -- EFT cleared on 7/11/24

  $41.81 -- EFT cleared on 8/8/24

  $127.88 -- EFT cleared on 9/12/24

  $97.97 -- EFT cleared on 12/12/24

  $47.05 -- Ck# **** cleared on 12/16/24

  $52.08 -- Ck#**** cleared on 12/26/24

  $450.75 + $662.54 -- Ck# **** cleared on 2/18/25

  I need a statement showing these payments along with copies of all CORRECT bills via an audit of our gas meter since they set up a dummy account from whose gas meter????????

  This is not rocket science... and they MUST provide a clear audit trail of the accounts to prove our gas bills.  We are not paying a dummy account gas bills that belongs to a resident in this community.  This MUST be tied to our gas meter.

   

   

• Initial Complaint

  Date:03/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Billing Discrepancy: In January 2025, I received a gas bill totaling $329.07, due on February 28. This amount is more than double my average monthly gas expenses, which typically range between $120 and $150. This substantial increase is both unexpected and unjustified.?Recent Heating System Upgrade: In the summer of 2024, I invested in a new, energy-efficient heating system with the expectation of reduced gas consumption and lower utility costs. However, the January 2025 bill does not reflect any savings associated with this upgrade.?Weather Conditions: The winter of ********* has been relatively mild, with temperatures higher than average. This should have resulted in decreased heating demand and, consequently, lower gas usage.?Lack of Transparency: Upon reviewing my bill, I found no detailed breakdown of usage or rates that would explain the sudden increase. Attempts to contact Washington Gas for clarification have been met with generic responses that do not address my specific concerns.?Desired Resolution:I respectfully request the following actions:Detailed Billing Explanation: Provide a comprehensive breakdown of the January 2025 bill, including usage statistics, rate changes, and any other factors contributing to the increased charges.?Adjustment of Charges: If discrepancies or errors are identified, adjust the bill accordingly and issue a revised statement reflecting accurate charges.?Review of Heating System Impact: Assess the impact of my newly installed energy-efficient heating system on my gas consumption and adjust billing practices to reflect any efficiency gains.?Improved Communication: Enhance customer service protocols to ensure timely and transparent communication regarding billing inquiries and concerns.

  Business Response

  Date: 03/25/2025

  March 25, 2025
  
  
  ****** *****
  
  ******************
  **********, ** 20148
  
  RE: WASHINGTON GAS ACCOUNT #: / ************
  
  Hello,
  
  Washington Gas received the complaint filed with the Better Business Bureau. Review of your gas account shows there has been an adjustment to your bills.  
  
  We ask that the customer factors in the cost of gas have increased,and this year winter season has been colder, the corrections were made based off historical consumption. On page two of your January 2025, bill labeled ****** ***** **** 1 , it shows the billing reversal for the months for January 2025,February 2025, and March 2025. On page two it shows the previous readings and the current readings in the green box and right under that shows the breakdown of cost and how much gas you used for the billing month. On page one shows a graph of the difference in gas usage from the previous year. I
  Washington Gas apologizes for any inconvenience you have encountered.
  Thank you for this opportunity to be of assistance.  We appreciate your business and value the opportunity to serve you.
  
  Consumer Relations Department (TM)
  Washington Gas

  Customer Answer

  Date: 04/04/2025

  Can you please reopen the case. I believe there is still an error 

• Initial Complaint

  Date:03/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I am a customer of ********************** and have been dealing with high bills for the past two years. I called Washington Gas last year and nothing is resolved. I called the company again today and they said that my bill usage was estimated instead of metered. Talking to someone in the company takes forever. After spending time to chat, on the phone, I am left with waiting for a supervisor to call me back. This is not the way to treat your customer by over collecting the bills, not fixing issues, and not having the customer service available to resolve complaints. I request a full audit and refund of the overcharged bills.

  Business Response

  Date: 03/21/2025

  March 21, 2024
  
  Li Fengrong
  **********************************
  *******************
  
  RE: Washington Gas account #************

  
  Hello,

  
  Washington Gas reviewed the complaint filed with the Better Business Bureau. Based on the review of your account a maintenance service order scheduled 3/18/2025 to check the meter and *** (Electronic Reading Transmitter). The *** provides the monthly reading for gas consumption.This reading is used to generate your billing statement.

  
  *** was not transmitting the gas consumption registered by your meter, reference November 2024 -  March 2025 bills. Statement on the bills this bill is based on an estimated meter reading. Estimates are based on weather,past use and billing periods. Your meter still registered your usage,unfortunately the *** didnt transmit the readings.

  
  Technician changed the *** device and provided a picture of your gas consumption, 3/18/2025 registered on your meter. Attached, picture shows your gas consumption up to March 18, 2025 (attached Word document).
  The verified reading taken on 3/18/2025 is in line with your prior usage taken on 3/7/25 (101). Based on the two readings there will not be any adjustments on your account. The estimate read is in line with the actual meter read recorded by the technician. Your next bill ******* will reflect an actual meter read since the *** was replaced.

  
  
  Consumer Relations (kv)
  Washington Gas 

  
  

• Initial Complaint

  Date:03/13/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Washington Gas's online system to make payments, entering my bank account details correctly. My first payment ($459.77 on 1/9) failed due to an "invalid account number." I re-entered my details and tried again ($771.70 on 1/28), but it also failed. When I attempted to add the same account again, the system flagged it as a "duplicate," confirming I was entering the correct information. A friend double-checked, and my details matched exactly with my bank records.I contacted Washington Gas by email on 2/2. After 15 days, they responded (2/17) that I was placed on "cash only" status. I replied the same day, explaining that the issue was on their end, as I had repeatedly verified my account details. I offered to provide my account information for them to enter manually.Despite my request for email-only communication, they called me twice on 2/18 (5:04 PM and 5:06 PM) without leaving a voicemail, then falsely claimed in a 5:39 PM email THE SAME DAY (30 minutes later) that they had "made several attempts" to reach me by phone. I pointed out their error - I never asked for a phone call and actually asked for written communication only. Also, two calls twice in a row with no voicemail can hardly be referred to as "several attempts" to reach me. On 2/19, they responded with acknowledgement of the phone calls and stated that "the billing team stated that the charge is valid and can't waive." I was baffled by this response. I never asked for them to waive a charge (??), nor did I ever question the validity of the charge. I replied, requesting proof of their claims and a method to appeal. They refused both.This issue has persisted across two different addresses with the same banking account, and ********************** has never addressed it. Their customer service is deplorable and they offer no method of dispute. I shouldn't have to work so hard to give a business my money.

  Business Response

  Date: 03/19/2025

  March 19, 2025
  
  
  ****** *****
  ****************************
  Haymarket VA, 20169
  
  RE: WASHINGTON GAS ACCOUNT #: / ************
  
  Hello,
  
  Washington Gas received the complaint filed with the Better Business Bureau. Review of the customers gas account, it shows Ms. ****** other gas account has had return payments as well on March 17, 2021, and May 21, 2021. The customer also had a cash only on the account for a year. It was placed on the account on May 21, 2021, and ended on May 21, 2022. I would suggest the customer delete all bank information from account and reenter the bank information. I can see on both gas accounts the Bank Key number ending in 4974 and Account number ending in 2751 was on both accounts, and both accounts the payments were returned. I can also see on customers ********************** account with account number ************ the customer reentered the same Bank key number ending in 4974 but with a new Bank Account number ending in 9362. The customer is not currently on budget billing and is not eligible for budget billing due to an outstanding balance. The customer is now able to set up their account up on Autopay now that the cash only has been removed. The late fee,return check fee has been waived, and the cash only has been removed as a Onetime courtesy.
  Washington Gas apologizes for any inconvenience you have encountered.
  Thank you for this opportunity to be of assistance.  We appreciate your business and value the opportunity to serve you.
  
  Consumer Relations Department (TM)
  Washington Gas

• Initial Complaint

  Date:03/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about July 2024 I complained to Washington gas company about possible gas ******* first no one was sent but on the second attempt some one came but they concluded there was no gas leak whereby my monthly bill was getting higher in amount owed.I however made a payment arrangement which unfortunately was interrupted when my bank account was compromised. Someone whom I later realized was a fraudsters called as Washington gas account holder customer service. I made payment via my bank account then later realized the fraudulent calls when he called a second time .I informed my bank regarding the fraudulent calls whereby I made payment. My bank [***************] consequently changed my account info to avoid future access by this fraudulent entity from accessing my account. As a result of this acct information change ,Washington gas was unable to access my new bank account info,whereby my schedule payment for February was 6days late.I received a bill threatening disconnecting my services if I failed to pay a total amount due of $2,092.41 . I made several attempts to pay the $235 arrangements at *** and 711 stores but the two was not equipped to take payments. Two days later I received an automated call from Washington gas whereby payments was now accepted in the sum of $ 250 on March 3rd . On or about march 8th I got another email from Washington gas now demanding I should pay a total of $3,488.76 by march 10th or my services will be cut off.These cumulative threats and repressive bill hikes must not to mention putting my family in danger of current freezing temperatures is very repressive. I do not owe $3,488.76.please intercede. Thankfully.

  Business Response

  Date: 03/13/2025

  March 13, 2025
  
  
  ******* *****
  
  *****************************************************************************************
  
  RE: WASHINGTON GAS ACCOUNT #: / ************
  
  Hello,
  
  Washington Gas received the complaint filed with the Better Business Bureau. Review of your gas account shows the customers account is a Cash Only account, this means the customer can only pay with certified funds.
  
  The customer received a Cash Only on their account due to too many returned payments, due to fraud. Customer can go to local stores CVS, *********************************************************************************, or our walk-in office that expects cash payments at ************** Building located at *********************************************************, *****.
  
  Washington Gas apologizes for any inconvenience you have encountered.
  Thank you for this opportunity to be of assistance.  We appreciate your business and value the opportunity to serve you.
  
  Consumer Relations Department (TM)
  Washington Gas

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Washington Gas' service tickets document the fire department attempts to contact Washington Gas (*********) as well as weeping gas from a faulty regulator (*********). On 01/13/2025 it was confirmed by Washington Gas' technician and supervisor Kady B that Washington Gas' faulty equipment caused the gas leak and that Washington Gas had to replace the regulator and meter. This was again confirmed on 01/22/2025 by ******** around 11:45 AM EST. Washington Gas' service ticket ********* confirms it as well. Washington Gas did not respond to the fire department's gas leak call for over 5 hours, and then Washington Gas lied about a technician knocking on my door on 01/12/2025. This act of dishonesty was further reinforced the following day 01/13/2025 around 8:00 AM EST by Washington Gas' representative failed to provide an answer as to why technicians were dispatched to my neighbors house on 01/13/2025 to replace their regulator and meter when the fire department noted the gas leak at my home. Washing Gas' recidivist Dishonesty continued as Washington Gas promised that the supervisor of supervisor **** B would call us back within 48 hours and never did. Washington Gas said they replaced the regulator and gas meter, could not get the furnace to relight, and that it was up to me to find a contractor. Washington Gas' equipment/systems are responsible for the gas leak and, as well as how their continued dishonesty, endangered the health and safety of my infant and toddler. In addition, Washington Gas' bill indicates that gas usage increased 83% for the time period of December 5 2024 through January 3, 2025 and the most recent billing statement covering periods of 01/04/2025-02/05/2025 indicates a massive 200% increase in gas usage compared to last year usage despite temperatures not significantly different, despite the gas being turned off for 5 days and having no heat.

  Business Response

  Date: 03/11/2025

  March 11, 2025
  
  
  ******* *******
  
  18725 ********* Dr
  *********************
  
  
  RE: WASHINGTON GAS ACCOUNT #: / ************
  
  Hello,
  
  Washington Gas received the complaint filed with the Better Business Bureau. Review of your gas account we will have to open a claims case.Please attach your receipt from the purchase of the furnace. Once we have the receipt, we will start the process of the claim.
  
  Washington Gas apologizes for any inconvenience you have encountered.
  Thank you for this opportunity to be of assistance.  We appreciate your business and value the opportunity to serve you.
  
  Consumer Relations Department (TM)
  Washington Gas
  

  Customer Answer

  Date: 03/14/2025

  They asked for me to submit a receipt so they can open a claims case. There is already a claims case opened through Washington Gas and they have the documentation. It is the way in which they are handling the matter that is the issue. This action by Washington Gas reinforces their history of lack of transparency and dishonesty which has put my family at risk. They need to adjust/refund the gas bills of December and January due to waste caused by their gas leak (not homeowner usage) and reimburse the cost of furnace replacement of $4,600.
  
   Complaint: 23029875
  
  I am rejecting this response because:
  
  
  Regards,
  
  ******* *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently received noticed at my rental that gas is not included and I need to cover. This was missed. I attempt start service with *******, pay whatever was not paid, and move forward. This would cover my Oct 15 to now move in and the old tenants bill was roughly under 400.The first ***** I spoke with said to email a copy of my lease and established an account number. This account number gives me no account access to set up and account and I only received a basic intake email. Mind you, this same company sent a notice showing the gas would be shut off on March 10. So of course, I want to make sure that does not happen. I was ensured this process would take 1-2 days and I had nothing to worry about.I reached out today and spoke with a ****** employee ID #******* who said this process actually takes 7-12 days. She assured me they wouldn't shut off service but honestly I have heard two different takes at this point...so who is lying?They also refused to even give me a ballpark of what is owed. Well I have the other renters bill since I moved it so it has to be within that amount. This all seems shady, there staff are confused and misinformed about the process, and I'm sitting here just wanted to have running gas and pay for it. What a joke.

  Business Response

  Date: 03/11/2025

  March 11, 2025
  
  
  ***** ****
  
  **************************
  *******************
  
  
  RE: WASHINGTON GAS ACCOUNT #: / ************
  
  Hello,
  
  Washington Gas received the complaint filed with the Better Business Bureau. Review of your gas account shows you were able to set up your account.
  ***** **** has established a new account with ********************** at ********************************************** effective date of March *******. The customer will be back billed to October 1, 2024.
  The customer will receive invoices monthly based on their actual usage. Invoices will be mailed to the account address above.
  
  Washington Gas apologizes for any inconvenience you have encountered.
  Thank you for this opportunity to help. We appreciate your business and value the opportunity to serve you.
  
  Consumer Relations Department (TM)
  Washington Gas
  

  Customer Answer

  Date: 03/11/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23029362
  
  I am rejecting this response because:

  I have yet to receive a statement or total and was told three different expected wait times. First 1-2 days, then 7 to 10, then after being contacted on 3/10/25 also 7 to 10 days. Until I get a bill and ensure my account is ready this ********************** has dropped the ball. Be it training, poor staffing, whatever.this has been a joke. What is Washington Gases Plan of Action to address these clear gaps in training so consumers are not left waisting time. 

  Regards,
  
  ***** ****
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 03/18/2025

  March 18, 2025
  
  
  ***** ****
  
  **************************
  *******************
  
  
  RE: WASHINGTON GAS ACCOUNT #: / ************
  
  Hello,
  
  Washington Gas received the complaint filed with the Better Business Bureau. Review of your gas account shows your bills have generated and are now available to view.
  
  Washington Gas apologizes for any inconvenience you have encountered.
  Thank you for this opportunity to help. We appreciate your business and value the opportunity to serve you.
  
  Consumer Relations Department (TM)
  Washington Gas

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Oct 2nd and 3rd green forever completed work to grade my backyard, place a drywell, place top ****, and sod. To deal with a drainage problem that existed. Upon trying to complete the project i noted that there was a strong smell of gas in the backyard. Washington gas emergency leak line was called and several contractors came to the house to mark and dig to find the leak (oct 3rd). They dug from the drywell to past the mainline and was not able to find it. They then dug all the way across using an excavator to exposed the t and main line where the leak was located and corrected. Work started at 930 am and completed at 7pm. The **** **** was put back and sod put back down but the yard was no longer graded properly and there was no top**** for the sod to adhere to so it died/ or was suffocated by the excess **** on top. I called the contractor back to look at it and he said it needed to be corrected and sent a quote or I will continue to have flooding and grass death. Washington Gas promised to fix it, but only came and put down three pieces of sod. I have was was a quote for ********************************************************************* They just send back emails that say your complains has been sent to the appropriate department. All I ask for is to has the contractor come and fix the grading and backyard Washington Gas damaged with heavy machinery. I have provided the information for the original work, pictures and the information for correction to the company and have received no response besides automated emails.

  Business Response

  Date: 02/19/2025

  February 19, 2025
  
  
  ******* ********
  
  5706 Richmanor Ter
  ************************
  
  RE: WASHINGTON GAS ACCOUNT #: / ************
  
  Hello,
  
  Washington Gas received the complaint filed with the Better Business Bureau.
  
  I spoke with the supervisor overseeing the damage. He has reached out to *******; I was told the supervisor himself went out the next day to help fix the yard. The supervisor also stated he told the customer for best results they will have to wait until it gets warmer outside around mid-March for the sod to take and start to grow. If ******* is still not satisfied with the results and have a contractor they would like to use and they pay contractor, they can then submit a claim to be reimbursed.
  
  Washington Gas apologizes for any inconvenience you have encountered.
  Thank you for this opportunity to be of assistance.  We appreciate your business and value the opportunity to serve you.
  
  Consumer Relations Department (TM)
  Washington Gas

  Customer Answer

  Date: 02/19/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22950566
  
  I am rejecting this response because:
  
  Though Washington gas did send a supervisor to review the work, the actions taken were not satisfactory, because the land was not regraded, top soil was not replaced, and only 3 pieces of sod were replaced.

  Though the work was done by the supervisor he admitted that they are not landscapers. The work required requires a landscaper.

  After the original payment of *******, I do not have an additional estimated ******* to pay the landscaper and I feel these options are resonable to make me whole.
  

  My option for resolution: 
  1. Send me the quoted amount by green forever to pay the landscaper for corrections.
  2. Pay the landscaper the quoted amount directly, for work to be performed at my address.
  

  Regards,
  
  ******* ********
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 02/24/2025

  February 24, 2025
  
  
  ******* ********
  
  5706 Richmanor Ter
  **************, MD 20772
  
  RE: WASHINGTON GAS ACCOUNT #: / ************
  
  Hello,
  
  Washington Gas received the complaint filed with the Better Business Bureau.
  
  I spoke with the supervisor overseeing the damage, he called ******* and set up a meeting with the customer for Friday.
  
  ********************** apologizes for any inconvenience you have encountered.
  Thank you for this opportunity to be of assistance.  We appreciate your business and value the opportunity to serve you.
  
  Consumer Relations Department (TM)
  Washington Gas

  Customer Answer

  Date: 03/09/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me pending the fulfilment of the completion agreed upon payment. 
  
  Regards,
  
  ******* ********