Washington Gas / WGL Holdings
Reviews and Complaints

When trying to contact customer service using a phone for anything other than a emergency you are directed to recordings. This would be normal if someone would actually pick up. Their recording does not tell you what order you are in line just rambles on and on about their services. So after attempting to call Washington Gas 15 or so times to update my mailing address, account number & to find out why I can not log into my internet account I have been disconnected. You are on hold about 12 to 15 mins when the recording says they are too busy good by.

I do not care if there is Coronavirus Disease (COVID-19) HIRE & TRAIN Help to provide proper support or let someone else take over.

I think the CEO should be fired.

[protected]@gmail.com

Washington Gas is utterly inaccessible for stopping my account, or for new residents to start billing.

I recently sold my house, asking the buyers to transfer Washington Gas billing to them. I heard from my seller's agent that the buyers were having trouble doing so, spending hours on hold to accomplish the transfer. I scoffed.

I have by now spent about 15 hours on hold over the last few days trying to do the same thing.

Washington Gas is utterly unreachable to stop/start service. The website told me that I could not stop service (to a house that I no longer own) on line. I am on hold again, for yet another two hours so far, to try to accomplish closing my account.

I resorted to calling the Washington Gas emergency line, for which I deeply apologize. They transferred me to the customer "service" line, which I am currently on hold yet again, listening to how great WaGas is at taking care of everyone.

My roommate moved out and wanted to transfer our gas account to my name. I tried to call Washington Gas to do a simple transfer. I was unable to reach a customer rep after several attempts to call. I was put on hold for 30 minutes to an hour and a half each time. I finally decided to put in a start service request online. I received an email confirmation that my request for start service on 1/6/21 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 tried to call within the 5 days but was still unable to connect with a customer rep. The gas was turned off sometime between last night and today, which is the day I requested to have the gas turned on. I called today to report a gas leak so that I would be able to speak to an actual person and was transfered back to the recording. I am still on hold after an hour and a half. I am without heat and hot water in the middle of January and there does not seem to be anything that I can do about it.

I called to set up service on 10/15/20 in VA. They set up the account and sent me a bill 1 month later. They list the service address in MD (WRONG). I called, 1 hr on hold, rep said she'd file a request for change. It's 12/1/20, no change and now on hold 1 hr. I'm being billed for service at an address I never lived and have no way to change it.

I waited 2 hrs on hold to speak to rep. I asked to have gas turned on to 6058 Central Ave Capitol Heights MD 20743 Rep said be their at address from 7am to 5pm Nov. 17 I did this and no one show up from washington gas. I left them my telephone # but no one called me. I tried calling them again but was told after 1 Hr. I would have to wait another 30 mins.

After 6 mo 3 days of contracting with Washington Gas for a new gas line to my home, their contractor Northern Pipeline put in a new gas line to my home and while doing so they broke my fireplace gas line on Sunday 6/23/19. They left my yard a total wreck and a hole that is approx 3' x 5' with netting surrounding it. I can't get to my gutters because of this and my home is now flooding with water. It has been nothing short of a nightmare. It has been 16 days since they destroyed my gas line and left a gaping hole. I want this fixed now!
Carol Meyer homeowner
[protected]@gmail.com
[protected]

My roommate and I lived in an apartment in Washington, D.C. from December of 2015 to December 18th, 2016. Her and I called to have our gas service stopped when we moved out in December of 2016.
For the next year and a half, I continued to receive bills from Washington Gas, even though I moved to Ohio. I finally called their customer service/billing and tried to figure out the problem. The agent said they see on the notes that YES, indeed they have a record that we called and requested our service end in December 2016, and they he will make a note and hopefully we will not be receiving bills anymore.

I continued to receive bills, and threats that the account would go to collections. So I called again, but agent was very rude and demanded to get proof that I closed the account, which I stated they (Washington Gas) told me they had in the account notes. I also spoke to a collections agent since it ended up going to collections, and he was not able to do anything since he just worked for the collections agency.

Today, I see a negative mark on my credit score from a Washington Gas bill that went to collections. I am beyond annoyed at this situation and would like to figure out why they cannot just CLOSE MY ACCOUNT, and why they didn't when we called in 2016.

I do not think it is fair to me that my credit score be hurt by their mistakes, that I have tried to fix MANY TIMES.

Please let me know what else I can do.

During my first call on June 19th, 2018 to schedule an appointment to have my gas turned on I was told by the customer advocate that a techinican would be at my residence between 3-5pm on June 22nd. When I arrived around 2pm I was greeted with a missed service visit stating the techinican called ahead (which they did not) and that he came at 1:40pm. When I called to ask why someone came so soon, the customer advocate said she rescheduled and provided me with a number [protected]). When I called the number was busy. I then called again and another customer advocate stated, a number should have never been provided and the window for service is 7am to 5pm (i was never told this). Had I known that was the window, I would not have scheduled service to be turned on when i had to work. I was then told someone would be out by 5pm. A few minutes before 5pm, I called again and yet another advocate said, no someone who be there before 9pm. This experience with Washington Gas has not only be stressful, upsetting and disappointing that I was given the run around as a new customer. This experience has changed my opinion & desire to want to have gas appliances or refer Washington Gas to anyone.

On February 22, 2018, they disconnected my service without prior notice or warning. On January 30, 2018, I requested that service be established in my name and the company refused. However, they confirmed that they would not cut off my service w/o notice first. They lied. I was out of town when the service was disconnected. On February 23, the gas company permitted me to establish service but told me they could not restore the service until February 28 - 5 days later! Now, for 5 days of this winter season, I have no heat or hot water. Such treatment is callous and inhumane. No one should be treated this way. And yet, they will charge me for restoring the service even though I have had service at this location since 1994. I demanded to speak to a supervisor, but the customer service rep refused. I am outraged and since it is the month of February, cold, due to their inappropriate conduct. Please investigate.

First, I would just like to repeat the often googled phrase, WASHINGTON GAS SUCKS SO BAD. Everyone knows it in the entire DC area, and nothing is ever done about it.

I called Washington Gas two weeks prior to my move-out date in order to cancel services because I sold my home. Their only concern was to make sure they would not have to send out a truck to stop services, so they would not cancel my services without speaking to the new owners of the home first. I tried very hard to get the buyers to call in, they never did, so I tried again to call in and cancel my services, they finally agreed to but it was too late to stop services immediately per the imminent closing date on the sale of my home.

I ended up paying for an entire week of expensive gas heat for the buyers with NO LEGAL WAY TO RECOUP the costs, I am forced to pay their bill now.

Every policy held by Washington Gas serves only Washington Gas, not the customers.

On August 31 I reported the odor of gas near our backyard meter. A man came to our house within an hour and identified the problem as an underground leak from the pipe leading to our meter from the street.

Later that same day, men from Washington Gas excavated two places on the street in front of our house and turned off our gas supply.

On September 1 men and equipment came to our property to continue excavating and to install a brand new gas line to the house. The work was done, from my point of view, very professionally. At the end of a long day digging and trenching, the men had laid all the new gas line in machine-dug trenches and marked the digging with yellow flags.

The foreman walked me through the work area, pointing out where one of our downspout drain lines had been cut and remarked that other folks would repair that along with remediating the excavations on our street and the trenching (approximately 100 feet) done from the street to our gas meter.

Three weeks later, on September 20, I called Washington Gas to determine when remediation would occur. After some conversation, I was handed off to another number, where I left a short message. When I returned from work I found a voice-message on our home line, which I returned. I was directed to another number [protected]). I left the requested message. I did not receive a call-back.

On September 21 I went through the same drill, with the same non-result.

It is now September 23. I have had no feedback from Washington Gas on when repair work will begin.

I would like to know that information as soon as possible.

On July 8, 2017, I started receiving bills for usage that I did not use. The service was shut off as of May 30 and has not been on for the period that the Washington Gas is claiming. I am not sure how they are coming up with the bills? Are they making up random numbers? The details of the bills follows as it appears on the bills. I have called them three times and the problem still persists.

Bill Date: July 11, 2017
Period: June 8, 2017 - July 10, 2017 (33 days)
Previous Bill Amount: $61.50
Distribution Service
System Charge: $14.05
Local Taxes: 0.56
Total To Pay: $76.11

Bill Date: August 9, 2017
Period: July 11, 2017 - Aug 2017 (28 days)
Previous Bill Amount: $76.11
Balance Forward: $76.11
Current Charges: $.26.88
Total This Period: $26.88
Total To Pay: $102.99
My comment: Spoke to a Wash Gas rep, Brandon. They don't give out their full name. He said he would correct the issue and get back to me in 3-5 days.

Bill Date: September 12, 2017
Period: Aug 8, 2017 - Sept 11, 2017 (35 days)
Previous Bill Amount: $102.99
Balance Forward: $102.99
Current Charges: $27.88
Other Charges: $3.10
Total This Period: $29.98
Total To Pay: $132.97

I want to know how Washington Gas is coming up with the dollar amount. The service it not on so how are they getting a dollar amount? I have not really pay attention to past bills so now I wonder how accurate is the meter reading.

Yesterday I went to pay my Washington Gas bill, through bill pay and noticed it was extremely high for the second month. I went on-line to view the actual bill and it was $23.75, (I don't use gas much), with a "cash deposit request" of $105.00. By the way it sounds, I thought I was doing the requesting and wondered when did this company start lending money. Well since it was added to my total due, I decided to call the company. She tells me the new process is, if you miss or make a partial payment, the late fee is considered the "cash deposit". I asked when did this start, and she told me it was on the website. I told her, for something like this a letter should have been sent separately to each home since this is a major change. She tells me again, its on the website. I explained, some people don't look at the website if they pay through electronic bill pay which I do, (my total pops up, I don't need a bill). The lady frustrated me so much, I hung. And guess what, I searched WG's website and still haven't found any information or announcement about a "cash deposit". I understand once you get in good standing again, you can request to have the "cash deposit" reimbursed.

I started service with washington gas since the 26 of july after purchasing a townhouse. They promissed me that they will turn on gas the same day, I waited 24 hrs and I called back. I was told that the service personne came after reviewing the camera I called back to tell them that no one was here. They promised to send someone the next day... Since the 26th to this day they been telling me that someone is been coming and they have the correct address. I have been taking off from work for more than three day waiting for these guys to show up. Bad company, bunch of liars very professional. Monopolistic company.

Ten months ago, I re-opened an account with Washington Gas, and they put $470 in charges from a previous tenant on my account. I got the previous tenant involved, and they sent proof of payment for the $470 (the high amount was due to a mistake that Wash Gas made on their account 6 months earlier). Since opening the account, I have called once per month, and they have told me they are still investigating the issue, and put my account on "hold" so I wouldn't accrue late charges or be reported to the credit rating agencies. Two months ago, they let that hold lapse, and put a $500 "deposit" on my account due to the outstanding $470 balance, and started charging me late fees. I have called every 2 weeks to escalate the issue with no resolution. Literally every single time I call, I have to rehash the entire scenario to the cust serv person, who then puts me on hold for 10-20 min (twice hanging up on me). When they come back, every single one says they are escalating it and instructs me to call back in 2 weeks. They refuse to contact me at the conclusion of the investigation--putting me on the hook to follow up. Furthermore, they refuse to let me speak to a supervisor. I still have no resolution and continue to accrue late charges, and have no options for how to resolve.

In January 2017, February 2017 and March 2017 I received Washington Gas Bills that stated my amount was $0.00 because I had credit towards my account. I didn't receive a bill in April so I called in May to see why I didn't receive a bill. I was told that my account had to be investigated and not to pay the bill. In May 2017 I called back because I received a bill for $267.00 and I am the only one that live in the house so that bill is outrageous when I called again they said that they are still investigating not to pay the bill. When I called back in June I received a bill for $324.00 and my account was still being investigated and she noted that they are not suppose to send anything because they was suppose to lock my bills and they didn't, so my bill won't keep accumilating. When I called today I talked to a representative name Fatima she just kept asking me how did I want to pay the bill it can be set in installments. I told her what was going on she was very rude she kept leaving me on hold for a long time. The last time before she transferred me to a supervisor she left me on hold for 17 minutes. Fatima the representative said that it was a glitch in the system that is whats going on with my account and that the glitch affected a lot of people. I asked why didn't the send a letter out letting me know that being my account is under investigation she put me on hold. Her supervisor got on the phone and said it was glitch and I asked why didn't the other 3 representatives that I spoke to tell me that she said a lot of them didn't know. So I feel like I am being punished for there mistakes. The end result was she broke the $324.00 in installments for 6 months, so I have to pay that plus the other monthly bills. Which is not right.

I've lived many places, and this is the worst utility company I've ever been forced to deal with. I would rather spend 5 hours on hold with Horizon Airlines than try to do something simple like 'pay my bill' with these jokers.

The website doesn't work. The automated telephone service is archaic, and paying over the phone takes a solid 10 minutes (not to mention they make you enter your credit card info before telling you how much your bill is). Want to get someone on the phone instead? When you find the secret combination of numbers that navigates you to an actual person, please let me know.
It's Nasty TAKING ADVANTAGE of absence of competitor gas companies in the area! But Washgas does it!

Companies like this are why competition is important. I wish I could do something more than just write a review, but I have no other option for gas service in this area. So, alas, they have no reason to improve.

The site always times out when you try to log in. There is nothing on the homepage indicating that there is a problem. I have called twice. Both times the representative was helpful, but completely unaware of the web problem. Both times I waited 20 minutes before getting an answer. It is also curious that WGL hasn't taken a moment to reply to ANY of these complaints on this site. Where is their PR Dept (or their customer service department, for that matter)?

When I Moved into My 2 Br Apt, I Used to Pay about $40-$70 Max. Then after a while, My Bills all Of a Sudden Jumped to $100 and $150 A Month. I work 5days a week, I'm barely home, So I mostly eat out and cook once in a Mean while. and I don't Use My Heater Often because it Messes with My Sinus. Then When I Called them to find out whats going on, They are giving Me all sorts of stupid reasons, like its the winter month and all that crap They kept on transferring Me from One person to another and finally I get to speak to one Idiot like that, who calls himself supervisor/Manager, Still unable to tell Me how A One person could have Used to Much Gas to For "Heating". Not to Mention that They charge You whether You used the gas/heater or not, they called it "Service Fee" so in the Winter month, You pay Just to keep the Damn Pipes Warm, Prevent them from Freezing and Keep Gas Flowing. To Me, that's crazy, But Anyway I ended with a $600 Bill within a 5 month period, isn't that Just Awesome and Amazing? They Cut Off My Gas and I Said To Them, Keep Your Gas While I keep My Money You Rogues!. So if You're considering Using Washington Gas, You Know You're doing so at Your expense, because these thieves don't care about You, they Just want to get in Your Bank!

We need to activate the Gas in our house in Gainesville Virginia. The house is vacant right now and we live in New Jersey.
The Washington Gas rule says that someone needs to be there at house between 9:00 AM to 5:00 PM. In this cold weather without Heat, how can somebody be in house? This itself is ridiculous in this age of text alerts, email and mobile phone.
But anyway I asked my friend (who lives at 35 minutes distance) to be on call and come to our house when asked. I also called Washington Gas to inform me when they plan to reach the house.
The Washington Gas Installer 'Franklin" called me at 12 Noon and gave me 20 minute window to have someone there to activate gas service.
My friend reached there at 12:30 PM and the installer from Washington Gas left WITHOUT ACTIVATING the service. I repeatedly requested the Washington Gas Person 'Franklin' to wait for just for five more minutes but his attitude was so indifferent and callous
The house is now without Heat in this Cold Weather and I have no way to get the gas activated as I need to find someone who on weekday can stand in this cold weather between 9:00 AM to 5:00 PM for Washington as to come and activate the service.
Can someone HELP! House is Freezing in this COLD WEATHER

WG outsourced its front office (call center) and back office work to Accenture (back in 2007); and Accenture has decided to take the work to their Manila Delivery Center (MDC). The staff doing the front and back office work is composed of Filipinos. The call center; which has been in Manila for almost six years, has an extremely high turnover rate. Accenture is continually hiring customer service representatives (CSR) for the WG account; they take in newcomers for this account almost every three months. Since the turnover is high for this account, people from different walks of life come and go. The wise; immediately sensing that there is no future for their career when they start/stay on this account, leave immediately after training (approx. 2-4 months). The wiser, well...they leave after a few weeks. The not-so-wise wait for a year, or a year and a half. Accenture hopes to prevent this high turnover rate by slapping a bond amounting to Php 100, 000.00 (around US$2, 400.00) to all new hires if they do not stay with Accenture for a year; however the unfortunate but wise ones (who; through just sheer bad luck got assigned to this god-forsaken WG account by Accenture's ignorant HR) choose to ignore this bond, quit fast rather than die young, and then go on hating Accenture for the rest of their lives.
Office politics and favoritism has ravaged the working environment at the WG account at Accenture's MDC. It is very toxic and more putrid than an open cesspool. If you always kiss ### and agree with your team leader all the time then you will become their favorite, the people who will then become team leaders/supervisors are the favorite of the managers. Some team leaders even have inappropriate sexual relations with their direct CSR subordinates. If you do not participate in the activities planned by the managers then you will be ostracized and your performance review will be affected. Meanwhile, (if you are not a supervisor or team leader) the managers want the rest of the CSRs to stay in the account and be a CSR/slave forever; they feed ### into the minds of the CSRs; they would even go to great lengths and say terrible things about other existing accounts at Accenture, just to make you believe that the WG account is the place to be in the world for a hopeless person like you who’s too fat and lazy to find a better job. Well, if you want to be a loser for the rest of your life and just want health insurance and a regular paycheck to pay your bills then this job is for you.
Customer service is not used as a metric to assess the performance of the CSRs; Accenture and WG have decided that their performance will be assessed every month using the three measurable metrics: average handling time (AHT), call quality and service order accuracy. So, the CSRs just focus on meeting the required scores every month so that they can keep their job. Customer service is not part of the training the newly-hired employees receive. They train the CSRs to be tough on their customers. WG Rules are the only rules in this workplace. The kind-hearted CSR who approaches his/her job to genuinely resolve the issues confronting the customers of WG will certainly have longer phone calls; however, because of this long call he/she will have a higher AHT. To compensate for these long calls (to lower the AHT), some CSRs drop their succeeding calls; or try to limit the succeeding calls to 2-3 mins., even though some customer issues would definitely need a much longer time to resolve. The CSR is more concerned with his/her performance as an employee. Customer service is the last thing on the CSRs mind when he/she is taking calls.
As mentioned earlier, the account has an absurdingly high turnover rate and people from all walks of life come and go; so the quality of the employees hired is unstable. Some employees lack the skills required to be effective on their job (English communication, critical thinking, etc.) . Accenture's infantile HR assigns their newly-hired employees to the account wherever manpower is needed without taking into consideration their abilities and educational/employment background. Accenture HR representatives are nothing more than puppets of the accounts they supposedly supervise.
Office politics, flawed metrics and poor employee quality are the reasons for WG's horrible customer service. WG has a 10-year outsourcing contract with Accenture. The WG account has been in the Accenture's MDC for almost six years; regrettably, CSRs who are unfortunate enough to have been working in this account have not much of a future left in their careers. They will leave this account without even learning what basic customer service is. The WG account at Accenture's MDC solely exists for the benefit of WG.