What customer service? When my ex moved out months ago, these fools started sending my bill to his new apartment - not the service address. I have been trying to reach them since AUGUST to have his name removed from the account and the bill sent back to my home. I've called and waited HOURS, I've tried using the useless call-back feature, I've tried sending emails, absolutely nothing works. Oh, but you bet your sweet backside they expect timely payment. read more

HORRIBLE CUSTOMER SERVICE!! I'm sure everyone who has dealt with Washington Gas probably doesn't have anything good to say. I just wish they have a competitor and not a monopoly. Their customer service is absolutely horrible. They put me on hold for 40+ minutes. I asked for a supervisor on duty and was refused everytime by putting me on hold. This was as a result of a $25 fee that was charged to my account that was THEIR mistake, and they wouldn't take it off!! Some other gas company needs to come in to NoVa so that they don't have a monopoly! This is absolutely ridiculous! read more

Locked out of account, website said wait 15 minutes. waited 15 minutes, still locked, waited another 15 still locked, waited another 15 still locked. Called the help support line, employee was clueless and said she will transfer the ticket to have my account unlocked and it could take 10-15 minutes. Waited 15 minutes still locked, and waited another 15 minutes still locked...... I guess you don't like to get your money for a bill? read more

So Washington gas has always gone above and. Beyond to make sure every one is safe now there subs different story. As you can see two weeks from when they finished work in my community taking out a tree to do work that was holding the hill up and a lot of rain the hill is washing awake the storm drain is moving toward a new box that was put in ana the rest of the hill is on its way down into the parking lot I hope some on goes back and see maybe something with the hill was missing like idk a wall after the root system that was holding the hill destroyed or maybe better compaction. With more rain on the way and that hill let's see how long it hits the street read more

Washington Gas - Sidewalk sinking after subcontractors did work in my community - Natural Gas Suppliers Near Me - Springfield, Virginia

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If I could give this company zero star, I would. This is the worst company with terrible customer service. Whenever I call them, I can never hear what they are saying & when I asked the female representative to take me off speaker because it was impossible to hear her, she gave me the worst attitude. They purposely piss off their customers because they get away with it. Too bad I am stuck with this gas company. Honestly makes me cringe having to pick up my phone to call them. read more

I don't have words for how frustrating Washington Gas Customer "Advocates" are and the lies they tell. I have spoken with 5 different employees since Saturday and each one tells me a different story and contradicts each other. They then say "I'm sorry but that person was not authorized to give you that direction, I apologize" but yet they offer to do nothing to fix my problem. I was told that it is standard for them to give you a courtesy call when they come out to turn on the gas. I live half an hour away from where the gas needs to be turned on. I waited around all day and no call. When I call them on Tuesday to ask why no one showed they told me that no one was authorized to tell me a courtesy call exists and they don't do that because they don't have time and that I have to be there from 7AM -5PM all day in hopes that someone will please come to turn on the gas. I spoke to someone this AM who said dispatch was "on their way" and would be there in an hour. I spoke to another rep after the hour was up and they said that "no one was authorized" to tell me someone was on their way and basically good luck until 5PM tonight waiting things out. This is a JOKE. If you ask to speak to a manager they will put you on hold until they hang up. This company is in need of serious customer service training. read more

I have been trying for one month to simply start gas service to my house. I believe all I need is a meter, the gas line being installed a decade ago when our neighborhood was upgraded. I have failed miserably because of the inept, unhelpful, circular, miserable service provided. I have called at least 10 times. I have submitted a form at least three times. And a Washington gas employee has visited my property to confirm all I need is a meter. And yet, I neither have a meter nor can I get a service representative to simply schedule an installation. It's absurd. What kind of outfit is this? Is this what happens with a monopoly? We're there a competitor, I would be there. read more

Twice in the last two weeks we've lost gas service completely -- and we have a gas stove and gas hot water heater, as well as gas heat -- meaning no heat, no hot water, no ability to cook other than the electric oven and microwave.I In each instance, we've called Washington Gas, whose emergency response line (actually, they noted, you have an outage -- "that's really not an emergency" we were told at one point) has promised technicians out the same day to look at the problem--and technicians have taken days to show up, and only after persistent calls, changing stories, and conflicting information. In the first instance, the gas failed on November 11, and was not restored until November 14 -- and only after two or three calls per day and multiple promises "someone will definitely be there today" starting on November 11. (The problem turned out to be the Washington gas-controlled regulators on the house; the technician said it we has the wrong kind of regulator and that it needed to be replaced; he said he would initiate a replacement, but so far no follow up on this.) Unfortunately, our gas failed again the evening of November 22 and remains out as of this writing on November 25 . We are back in the cycle of daily promises of "the technicians will be there today" untruths -- most recently yesterday, with the "answering service" saying I've spoken to the dispatcher and "a technician will definitely be there before they finish for the day. But we can't promise they'll call before they come, or give you a window when they'll be there -- they don't work that way.") Bottom line: Apparently, Washington Gas's emergency support does not work in any way that is honest to its customers. In fact, it is clear to us that either lying to the consumer is a deliberate part of Washington Gas's so-called emergency response protocol -- keeping the consumer mollified by promises and then blaming conflicting internal policies and protocols for delay -- or is afflicted by tremendous incompetence, or a worst-case combination of both. This is an unacceptable approach to dealing with customers who rely on this monopoly service for heat, hot water, and cooking.Of course, "it's not an emergency, it's only an outage." read more

It seems like every year braindead gas crews, whose only skills are eating, sleeping, defecating and reproduction, come through our neighborhood and spray yellow paint and plant yellow flags where the gas line runs into the house. But the knuckle-dragging morons choose to paint my $600 pink quartz landscaping rocks instead of easily planting flags where the line runs underneath our garden. You cannot buy pink quartz any longer around here. In the past I made a claim and they replaced ruined rare pink quartz rocks with common white quartz. And this morning, they did it again. You cannot fix stupid. Because you never know when these gremlins come through and do their thing because they think they have the right to do it without prior notice. read more

I'm sorry but in this day and age, it should not take 7 phone calls for Washington Gas to fix an error THEY made in the first place. I called back in March to put stop service at my old address because I was moving. The idiot I spoke to had me repeat myself several times while making these changes and then they went ahead and put a stop service for a FULL month before I actually vacated the property. I called back to have them fix this error and they told me to wait 7-14 business days for them to reinstate the service, etc. 7-14 business days roll around and I call back again because I received a final bill for the end of April...wrong. I asked them again to fix the move out date to be the end of May, they wanted proof I still lived there, I shouldn't have to provide proof that I still live there when I originally made that change for the end of May. I called back again that day and asked to speak to a manager, the manager informed me I had nothing to worry about and everything would be resolved, great! I waited for my final bill to arrive since I moved out of the property in early May. Nothing showed up on my account, so I called and good thing I did because my service WAS NEVER SHUT OFF!!!!!! I inquired as to what happened and they said that billing messed it up, oh yay, Can you fix it now please? "Sure, wait 7-14 business days." I received a bill for usage at the old property into June, mind you, I have been out of this property for over a month now. I called again in mid-June inquiring as to where my corrected final bill was, considering I didn't live at the property for a month and wasn't about to pay a bill that I didn't live there for and I wanted to make sure that my service was shut off, considering Washington Gas can't be trusted to do one of the most basic things they do for their business. The rep informed me I had nothing to worry about and all I had to do was wait the 7-14 business days. On the 15th day, I gave Washington Gas a call and the rep informed me I needed to provide proof that I moved out and then will have to wait another 7-14 business days..................... you have to be kidding me??!?!?! I shouldn't have to call Washington Gas 7 TIMES for them to fix their mistake and if they wanted proof that I moved OUT, YOU SHOULD'VE TOLD ME THE FIRST TIME when you actually stopped the service. They have record of all of this nonsense and still do not have the capability to fix their mistake 3 months later. I guess this is to be continued considering I will be waiting 7-14 business days to get my ACTUAL FINAL BILL. Hi guys, not that anyone reads these angry posts anyways...but just to give you an update, I'M STILL WAITING FOR MY FINAL BILL!!! 7-14 business days takes way longer than you'd think. I'm shocked it takes them 5 MONTHS to fix their mistake, and probably will be 6 months at this rate. Let's see if Brandon comes through for me unlike when I spoke to Brianna who also assured me I had nothing to worry about and it would be taken care of back in April!!!!! read more

How can this public utility stay in business when they can' t even provide a website that allows the customer to pay his bill online. This has been happening for months. It's like throwing dice, you never know when you will connect succesfully. Called service several times always waiting forever for a person and when I do its a foreign person I can barely understand and not very helpful but give me the run around responses. What government agency oversees this? Who is accountable for the service provided for customers. From the other reviews they have serious problems. Totally frustrated, Alex read more

There was something wrong with my account information and payments were not going through. Even though I have e-billing they didn't send me an email... They mailed me a letter which I thought was just a receipt so I chucked it. Tried to pay online and it wouldn't let me, called customer service and they said my account was locked and that I needed to pay in cash. There is a WG about 8 minutes away but they don't take cash. I had to drive into DC (55 minutes away), find a parking garage ($7) and when I got there the system was down and they wrote me a hand receipt. read more

INSPECT YOUR BILLS. What is going on? Over bill $2000 + for the year Washington Gas demanded that I make a deposit of $500 at the end of 2010. I called in July 2015 requesting the return of my deposit. WS told me to call back in 2 months. In Dec I called back. WG said it had no record of my deposit. WHAT!? Good thing I paid all my bills via checks. (I highly recommend NOT paying with cash. You will see why later.) I found that for the year 2010 I paid a total of 3,496.29, about $2000 higher than normal. I'd called WG complaining of the high bill and think that maybe there is a leak by the meter. WS came out and declared there was no leak. My normal bill for the summer, EVERY SINGLE YEAR, prior to 2010 AND AFTER 2010 average less than $30 a month, yet, for 2010 they were over $160 each month. I demanded WG to look into WHY my bills were so high. Great job I did! WG made me shell out $500 deposit...... So, I went back tracking down all my payments to WG since the year 2009 trying to prove that I paid this $500 deposit. A check of $500 paid to WG on Jan 4th 2011. Oh, but how do I prove that this $500 was just a payment for the bills? I had to pull out ALL the checks I paid to WG since 2009. I asked WG to provide me with all my bills since the year 2009. WG sent me a summary of all my usages and monthly bill since the year 2009. Wonderful. Everything matched up, EXCEPT FOR THE YEAR 2010. Ok. The left column is how much WG said what it billed me. The one on the right of the month is what I actually paid. For example, in July WG said it billed me 24.23. I paid 175.83 WHY DID I PAID MORE? BECAUSE THEY SENT ME THE BILLS (IN 2010) SAYING THOSE WERE THE AMOUNTS I OWED. i kept arguing and at the end they made me put up a deposit. Again, 2009,, 2011, 2012, 2013, 2014 and 2015 the record they sent me matched up with my payments exactly, ONLY 2010. I don't keep the monthly copies of the bills they sent, but these are the amounts I paid with checks. ANY BODY KNOWS WHAT IS GOING ON????? 2010 2010 129.02 bill from Dec 2009 432.29 Jan 528.98 358.87 Feb 638.35 54.23 Mar 373.93 42.78 Apri 314.88 28.22 May 187.66 27.22 Jun 128.2 24.23 July 175.83 18.06 Aug 125.58 20.6 9 Sep 120.36 34.98 Oct 203.43 131.2 Nov 110.05 8-Dec 118.8 1401.7 3496.29 344.59 20-Dec bill pay in 2011 read more

They redid their website a couple of months ago and ever since then I've had the worst time logging on just to pay my bill. I keep getting locked out even when I try to reset the password and then when you call the representative will respond by saying you just need to wait 24 hours. Literally had to argue with the representative to get them to do something about it. read more

If I could give Washington Gas zero stars I would. I am a new customer and smelled gas on my property on November 12th. I will say they quickly responded to the leak, but when they needed to turn off my gas to make repairs, no one called to inform me this was happening. My husband came home around 5:00pm to find my gas turned off and no technician available until November 13th to come out a relight my gas. I took an entire day off on the 13th because I was told a technician would arrive between 7:00am and 5:00pm, which is the longest service window I have ever been given. I called at 8:00am, Noon, and 4:00pm with no technician in sight. My husband called at 5:00pm and the supervisor told us someone would be out by 9:00pm. At 10:00pm when we realized no technician was coming and the office was closed we began to pull out our space heaters and extra blankets. Last week the temperatures went from the 60's on Wednesday to the low 50's by Friday and in the teens in some cases at night. Finally after 45 hours without heat and no where else to go since we own an animal at 12:30pm on Friday, November 14th our gas was relight. I know that emergencies happen and the bumps people down the list, but the entire appointment to relight my gas took the technician 10 minutes. You cannot tell me that on Wednesday night before closing or at anytime on Thursday that a technician did not have 10 minutes to spare in their day to stop by. This is completely unprofessional and just unacceptable with the temperatures changing so drastically in just a matter of days. read more

Worst customer service that I have ever dealt with! I have been hung up on three times in the same night and the third time I was supposedly waiting to talk to a supervisor after waiting on the phone for 32 minutes. Thanks god my current house has propane so I don't need to deal with these donkeys. read more

Should be zero stars simply because their website makes it so hard to pay a bill or set-up auto pay.

They are the worst. Most incompetent billing staff of any utility, or any company, that I have ever dealt with. Clean out their management and start over! read more

The most incompetent customer service I have ever dealt with. The window to have my heat turned on in the middle of winter was from 7am until..... so I waited in the cold. Until. No one showed up so I called. They said they could knock on my door as late as 11pm. They told me that the tech was fixing a gas leak that threw him off schedule. UNACCEPTABLE!!! I called back at 8:50pm and let them have it so bad that they finally dispatched someone immediately. I asked the tech was he coming from an emergency. He said NO he was coming from home and that he had been on call all day and at 9pm they called him over here for his first job!!!! If you can avoid this company please do! read more

I was unable to pay for several months straight because they did not send me paper statements (even though my account was set to receive them). I tried to pay online and it said it went through, but then I'd log in the next day, and no payment (supposedly) had been made. I had double charges they never reimbursed me for. And what's more, because they considered these payments "late," they required a $515 deposit from me, which they won't give back to me for another 12 months, AND they will take interest from it. Washington Gas is a monopoly and they know it. Don't think they won't throw you under the bus, while adding meaningless, placating gestures on the phone, just to nominally serve their customers. What a joke. I have never felt so used or so angered by a service (I work customer service and have for years. I know how this goes, and I know what it's like to deal with angry callers. I do not anger easily or needlessly.) If possible, I'd give no stars. My plan is to move to a house where I can use ANY other provider. I have to say that their phone customer service is abysmal. Customer is never right. "Thank you for calling Washington Gas. Have a nice day!" read more

Just had Jeff from Washington Gas spend about 45 minutes giving us a full blown lesson on how gas works and safety issues. This is absolutely THE BEST service person we have ever had do any work on our house. I would have given ZERO stars for Washington Gas if it wasn't for him - he did some significant service recovery. Otherwise - the rest of their customer service sucks! For the second time our gas got cut off because our lines are crossed with our neighbors so when their gas gets cut off it is actually ours. They came out and "fixed" this once before. This time it has taken three days of hours of phone calls to finally get the gas back on. The customer service reps were awful - they made every bad customer service comment you can imagine and we had to keep escalation to managers to finally get something done. So Jeff was outstanding - but the rest needs a lot of work! read more

Washington gas has some of the worst customer service ever. Mis-applying payment and taking MONTHS to correct their mistakes and charging late fees for mistakes that they made. I have currently been on hold for over 30 minutes trying to speak with a supervisor to correct and on going problem. If we didn't have to use them I'd request to change gas companies. read more

Boo, Hiss. This is a Monopoly with nobody watching. How can a State Agency paid to oversee Monopolies not act? Poor Website, doesn't work. Poor handling of calls, nobody should have to press one for English....really? And don't expect not to pay to have a reading of the meter....they won't use the last reading of the previous customer and you pay them to read and call in.....how do they trust you for that??? My first and lasting impression is they will not lead the way to good customer service. A real turn-off. read more

I wish I cold give Wash. Gas a big, fat ZERO. I dread every time I need to call them for something. You can barely understand what their employees are saying over the phone and they have the biggest ATTITUDES...like I'm bothering them any time I call with a question. I've literally gotten into screaming matches with them before. I just spoke to one terrible woman on the phone with a horrible attitude and SHE HUNG UP ON ME so I wouldn't be able to take the survey at the end of the phone call. I WISH there was another gas company I could go through but I have no other choice. THEY ARE THE ABSOLUTE WORST!!!! read more

i have been calling washinton gas from past 2 weeks i was on hold for 5 hours-3 hours-2 hours-this is pathetic-my gas will be disconnected soon and i have no way to contact them-i contacted via facebook-online all possible ways-is this a joke? this is GAS not popsicle company-???i would give them 0 ratings read more

Is there a negative star? They do not even deserve a 1 star. Received a bill for an address that i do not own, rent or have anything to do it. I realized someone just made a mistake, and i should call them and tell them i am not associated with that address. The representative tells me do you own another property. I said yes. She said i have to go to the office to show that i own another property not this one. I told her what is that have to do with anything. You have associated this address with me, the burden is on you to prove that you have documentations showing i am associated with this property. She tells me we have documents but it is in the walk in office and they do not have access to it. I told them call them up and have them fax it to you and email it you. After all, you are the same company, there will be a way to get the documentation there. She insists that i have to go to the walk in office in person and show that i am not associated with this property. How do you show prove of something you have no association with? She kept saying the burden is on me to prove it and fix their mistake. I asked to speak to the manager and i was transferred to escalation only to find the voicemail. Left a voicemail, never heard back. 1 star is too much for them. Worst example when companies have monopoly over services and they do not have to earn it from their consumers. read more

Horrible website, horrible e-bill system, bad customer service. I updated my bank account information on the website, and it shows as updated, but their e-bill system never recognized the update and kept trying to pull from my old bank account. After explaining to them for 20 minutes what had happened, they kept saying they'd refund the $25 returned check fee, but they never actually refunded it until I called back again to straighten that out. Then the whole thing happened again the next month after they had claimed to fix it. What should have been a 3-minute transaction to change my bank account information turned into 3 hours with customer service on multiple calls over multiple weeks, and it's still not over. Like somebody else said, you'll want to chuck your computer out the window after dealing with them. By the way, don't sit through their god-awful phone menus that then hang up on you. Just keep hitting zero until somebody comes on the line. Don't bother with e-mail service, I tried many times and never got a response. Update 1/14/13: After three months of constant calling, they finally got it right with all of the fees refunded and with the autopay pulling from the right bank account. The customer service people were always very polite and attempted to be helpful, but it just didn't work most of the time. read more

Negative numbers needed!!! Telephone customer service terrible!!! Lady on phone couldn't understand WashGas turned off gas for leak. Had leak fixed, lady kept telling me to call plumber. Told her plumber came out already and fixed it. Then 2d day had to wait of a time window of 7am-5pm!!! Both days, tech came out 4pm!!! Terrible customer service!!! 1 star us too many!!! read more

Called today and was pleasantly surprised that the person I was speaking to was an American. In the past I was always connected to a call center in the Philippines often speaking with someone that I could barely understand. I think that the customer complaints outweighed the savings. Huge plus to Washington Gas...... read more

Washington Gas in a monopoly in the DMV so there's really nothing anyone can do. The best option I've found is to go through a 3rd party so you wont ever have to contact them directly like i did. My friend showed me a 3rd party company if you want to go through them for Washington Gas. They haven't changed my rate in 5 months since i signed up for the fixed one. Never payed over $30 for my gas bill since i switched. Here's a link if anyone wants to use them as well! JeromeCooney.acndirect.com read more

Just moved into a new place. They messed up installation date and then said they wouldn't come out till after the weekend instead of coming out that Friday. I had to argue fervently with them to get them to come out. They agreed finally. read more

I called to clarify a bill the woman was pushy,rushed, annoyed and far from patient, especially when I asked her to repeat her question because she was muffled. I went to their site to send a complaint and the promps keep telling me to fill out things that are already filled out correctly. Far from happy. read more

WASHINGTON GAS is the worse company that ive come across, EVER!! i tried to pay my bill online for 209.40 and when i tried to submit the payment it said error and so thinkin there was something wrong with my computer i did submitted it again, AGAIN, it said error, so instead of doing it the 3rd time i call customer service for help, they then informed me that my payment went through twice. you would think they would put the money back in my accout, NOOO they said that they would have to send me a check in the mail which would take 5-6 weeks!! they were stubborn, unsympethetic, and poor service givers. when i spoke to the supervisor he could careless, he didnt try to work with me AT ALL!!! and their names were JAMES, MIKE , AVI read more

Washington Gas is TERRIBLE! I dare you to try to submit a payment through their website. You'll want to chuck your laptop out the window. I have had service from them for the last 7 years. There is ALWAYS a problem with my transaction with their online service. If you get someone live on the phone, they are generally very helpful but they really need to find someone else to manage their online account services. read more

Absolutely HORRENDOUS service. I can't say enough lousy things about Washington Gas. After going through a tremendous hassle with them to set up a time for a technician to turn on our gas, they showed up at the wrong time (in the a.m. instead of the p.m.) and refused to come back at the scheduled time. They also refused to admit their error or apologize for their mistake. This is the reason we have laws against monopolies. These people are terrible and they don't care. read more

Pretty darn annoying when calling in for assistance due to the inabilities of this Utility company inadvertently turned off our services after both our tenants at the time and we the owners have been paying twice because they were double billing us. Our service transferred over on Jan 23rd (called in 1-19-2017); tenants did the same to be taken off; Feb 17th almost a month later, tenants still being billed for clearly a service they did not incur; we the owners paying for services GOD only knows and today was ridiculous. Now I'm being told re-connect service cannot be turned back on even though clearly Washington Gas error, until Tuesday, March 28th. OMG, are you flipping serious....ridiculous and unacceptable yet they do this stupid stuff all the time and never any recourse nor favorable terms for the consumer. Horrible, just absolutely horrible business or the lack thereof of services. I can't even rate them at this point because your site doesn't allow for a minus, minus, minus on your rating. read more

Their website is the worst, I find it impossible to see or even pay my bill - so I have to call to do it. And the soonest they can send me a receipt is 14 days by email. They are definitely not user friendly. read more

I am moving from an apartment to a townhouse, and of course, I had to deal with Washington Gas again because there is no other choice. I tried to disconnect the service at my apartment and start the service at my townhouse via the website on three different occasions. Um no. Why bother to offer the service if it never works? I dreaded calling customer service, but I was pleasantly surprised that they were open today (Saturday on a holiday weekend). Everything went ok, but the representative seemed to get offended when I asked if I would get an e-mail confirmation. I got some short snippy replies that the confirmation number he was giving me was it for both transactions. Yep, still not impressed. read more

I cannot think of a more horrible customer service department than that of Washington Gas. Documentation received by them to set up an account was ignored for a month. Move-in date came, and the account was still not set up. Their first-tier customer service representatives cannot think outside the box; you will have to do that for them. If you need to contact them, be prepared to spend at least 45 minutes on the phone, half of which will be waiting to talk to someone who will listen and attempt to gather the facts. In a word, HORRIBLE. read more

We just moved into our new house and were told by Washington gas that we could transfer services without a meter reading. A few days later, still nothing from them and a phone call yielded that they did, in fact, need to do a reading. We scheduled this for yesterday, and had a 12-5 window. At 11am someone came and turned off the gas while we were out (a family member was visiting and let them in) to cancel the previous service and never came back to turn it on or do the meter reading. The tech supposedly came back outside of the window but did not try to contact us, as we were home and never heard anything or got a call. So now my husband has to stay home from work AGAIN and wait in the cold for them to show up, which was supposed to be between 7-9 this morning (it's now 10). RIDICULOUS. read more