Seriously I honestly wish there was a another option for the DMV rather than having to deal with these fools. My husband like some of the other posters just spent 45 minutes on the phone trying to get service set up for the house we're moving into next week. And after all of that nonsense without a clear explanation he was told he'd have to go to a Washington Gas Office and bring in two forms of ID and a copy of document showing that we are moving into the house. Seriously????? And were the told there was some sort of "flag" with the house we're moving to and didn't have anything to do with us hence why we needed to show that we were moving there. I don't know what it is with the local utilities, there are others who names I won't mention on this review that have these other idiotic processes in places where communication isn't king. Update: I called myself a few hours later prepared to deal with more nonsense. Thankfully, I gave the gentleman my name, the address we were moving to, the date of service to start, and other pertinent data to verify I exist. No problems. In chatting with my husband later he said when he called it sounded like the lady he dealt with didn't know what she was doing and he strongly suspects she put in the wrong address. I'll probably provide another update once we move in to let you know if in fact we have service on our move in date. More to come but still these people haven't impressed me in the least so far. Update #2: Well the service was turned on and connected at the time we moved in so that was a plus (take that Verizon!) No major issues to date, I've heard horror stories on the news about their website and auto so I won't be opting for that. However, my husband is in charge of paying the gas bill but I got the mail first, I just noticed two things 1. my first name on the bill is spelled wrong and 2. I know I gave them my married name that's on file with Social Security and they still have the bill under my maiden name. I called customer service and now I need to send over my marriage certificate and my new drivers license so they can update that. SMH... read more

Smelled rotten egg odor on 2nd floor. So, I called in for an emergency gas leak check. Took 3 helpdesk people to take responsibility. The first two wanted to blame getting an HVAC or furnace tech first if you smell anything while the gas is on. It's below freezing, so you want to shut us off and test? OK, I called back 15 minutes later, and it's still an issue! They send a guy over after 30-45 minutes. Could not find any leak and didn't even check the main line outside first. Instead, they walked down to the basement and turned off the heat and hot water at my elder retired mom's house. Claimed a code violation for having a door where the furnace was located. Instead of allowing us to open the door, they demanded it be removed, or else they would shut it off. Completely insane. This was done on Christmas Eve! Tried to sell gas line "insurance" and threatened that it could be 30k to 60k to fix a gas break. Completely inept workers manning the emergency line. Zero response for a routine check. Shameless utility company and crew. Can't trust them. File a VA State Corporation Commission complaint report if this happens to you! read more

Absolutely horrendous customer service. Our gas, and heat because it is gas fed, has been off two days. They had a tech enroute, then re-directed 30 minutes before they stop responding to calls. No phone call to warn us this happened. We had to call them because it was coming up on 10 with no word. We were, again, told to call back in the morning. Two days straight! Our gas was shut off because of a leak occurred while we were out of town. We've been stuck with 40 degree inside temp with an 18 month old and 4 year old for two days. Absolutely unacceptable. Garbage service. read more

Washington Gas did some service on our neighborhood's pipes last week (Annandale). We have not had gas since they left on Wednesday. I've called every day, sometimes more than once. Each time I'm told a technician is on the way. No one has shown up. Not on Thursday, not on Friday, not on Saturday morning, not on Saturday afternoon, not on Monday morning, and not Monday evening. That's all the times we were promised a technician was coming.We have gone without hot water for 6 days now. They are just blatantly blowing me off! read more

People usually write reviews when they've either had great service or terrible service. Taking this into account one can assume that a decent service provider will have 5 stars for great service to balance the 1 stars for terrible service. It is unsurprising to me that Washington Gas lacks the good reviews required to even break into 2 stars or balance out around 3. I have attempted to reach them for service via email, PDF'd request form submission, several phone calls which often breach 30 minutes, voice mails... I cannot seem to reach a supervisor or authority. This last time I was comically put on hold and switched through multiple hold systems over 10 minutes while the operator attempted to defeat me via attrition until I was finally directed to the "after hours" line at 3PM stating that I would need to leave a message.. which will certainly go unanswered. Service providers.. especially $1.5B monopoly service providers, have a responsibility to their customer base, held hostage by the systems we have in place that award singular access to critical infrastructure customer bases to BE RESPONSIVE! Yea... COVID is happening... and so is real life. Not allowing technicians to employ their tradecraft in support of that customer base creates serious and problematic economic implications and lowers our standard of life. Even more egregious is the avoidant behaviors of the customer service system. Really all I wanted was a date when I could expect the service I'm paying for to be reestablished. Like asking a waiter in an understaffed restaurant not to bring a glass of water but when one might expect the need to be fulfilled. This behavior is the unfortunate result of poor top-down management and a lack understanding and planning within a massive, critical service provider. MAKE A PLAN, INFORM YOUR CUSTOMER BASE, DEVELOP METRICS AND TIMELINES.. and then share them. We cannot continue, not Socially Distant, but Socially Absent indefinitely. It behooves us to be not only cautious but innovative and bold in creating plans and workarounds that incorporate an understanding of the health challenges we face while simultaneously maintaining our standard of living.. or at least a semblance of it. Share this. Place pressure on monopoly service providers to be better. The buck stops at the CEO. read more

Living in Maryland, Washington Gas is the only gas company that is approved for my area of Maryland. They have a monopoly so not much one can do. I made an appointment to have my gas meter inspected within a 5-hour window-noon to 5:00 pm. No show, No phone call. I called them the next day and asked what happened. Told so sorry, how about today same time frame. I said ok. Another 5 hours waiting. No show and no phone call again. I called on the third day to ask and the customer service "advocate" (what a joke) told me I would have to make another appointment for the following week, or six days later. I asked to speak to a supervisor who had to call me back. At least they did call. She told me that he Notes said the inspector had been there at 7:15 pm Halloween night. I said I did not think so because I had given out candy (til after 8:00pm) and never saw a truck or person. Plus, it was pitch black out, so how did he get into my backyard with a gated 6+ft fence and walk around the whole house to get to the meter and see anything. And, no tag left to say Washington Gas had been there. She offered another appointment the following week and I said no. Then said she would try for three days hence. Oh, and if they need to replace the gas meter, it's another appointment. So infuriating and frustrating. Maybe someone has to say gas leak to get service. I was surprised with the recent interface with them. Previously, my only contact had been when the gas lines were replaced and relined in my neighborhood a few years ago. That service was excellent, tho it was contracted. S.Hudson read more

I am struggling with customer service. No gas since 8/9/2019. Gas was turned off. No customer contact. Today is 8/12/2019. They have promised someone since 8/10/2019. I have made 6 calls and spoken to a supervisor. Best of all they lie about coming to your home. Since no one has come to my home, I called and asked what gives. They said someone was there at 12:15pm. I have cameras and dogs and I stayed at home waiting for them. No camera record of them knocking on my door or no barking dogs, no phone calls nothing. Get propane if you live in Fairfax. No competition. Awful situation. read more

It took almost a week to be able get somebody to pick up the call to schedule a day to switch the gas from old account to my account. Prior to calls I had even sent them mails while ago which did not help at all. read more

I'd give zero stars if I could. In the middle of a billing dispute that's on month 3 and counting. Washington Gas claims that I really am using winter levels of gas during the summer, which I reject. I have filed a complaint w/the Virginia State Corporation Commission (SCC). If I could use a gas provider other than Washington Gas, I would read more

Washington Gas has not repaired or fixed our walkway which was dug up prior to June 5th, 2019. Its now the 23rd?? So a gas line fix, but WG cant "timely" repair/replace the walkway that you destroyed in the line fix? You've got problems. Your follow up and quick repairs are not there. I'd love to see your response to this posting, to explain your poor Customer Service, and not responsive to repeat calls for a fix. If you think 30 days or more is ok, your are mistaken. Be aware that HOA is not happy about this. Address, 16422 Regatta Lane, zip code 22191. read more

No trust, why? I run a restaurant in Centreville. My last month's gas bill was at some point and this month's Gross Sales was 20% lower than last month's but I still get a higher gas bill was 30% increased than the last month!? It is getting hotter outside, less heater and less hot water and 20% decreased Gross Sales but higher gas bill..... I don't get it! I am just wondering that the meter man is doing his job right!? read more

Is there any other option for natural gas Service in Vienna, VA? I've literally spent all morning on hold just trying to setup service. I go to the website and fill out the form to start service and it says, "your request cannot be processed at this time, please call customer service" I'm calling the number that they have on the website (844-927-4427), does anybody know of another number that can be used to get through? I'm at a loss for how to start service if no one answers the phone and the website is broken...? read more

I have been trying to reach out Washington gas to transfer the service to my account. It has been 20 days. I tried to call multiple times and each time after 50 mins of waiting the call was hanged up. I tried email a few times and never had any response. This is too ridiculous!!! read more

One of the worst utility companies I've ever worked with. Website is inconsistent bordering on non-functional. I spent an hour on hold waiting to speak to customer service who then dropped the call and didn't call back. I was unenrolled in autopay when I changed my account info in the customer service portal but their system didn't update properly and they charged the wrong account, then they charged me a fee for the mistake they made. Do not use Washington Gas if you have any other options. read more

Where can I start... A short version is I advise you to switch to Dominion Energy. They provide gas since a couple years ago. When something goes wrong, you will learn how horrible Washington Gas' customer service is. We had a gas leakage at a property that's currently on the market. Reporting and stopping the gas to keep WG safe is the only easy part. When you try to turn the gas on or do a follow-up, your nightmare begins. You can't connect to anyone on the phone no matter how long you've waited, the company doesn't respond to any of the emails, and you have a long a** window of 2 days for a technician to show up -- there is absolutely no heads up of knowing when they will come by, so be ready for 2 days of stand-by. To reignite our property that's currently waiting for the inspection (this means reignition needs to happen ASAP to get the deal through), after finally getting hold of multiple representatives by going through their emergency line begging to take my call (because several representatives will either just hang up if they have already stopped the gas or just repeat the question "is the gas leaking now" multiple times even when you explain the situation and end the call by telling me to go through their other customer service line where no one answers after waiting for over 2 hours and it automatically ends the call), I was able to have a technician to come out. However, they can't even tell us the estimated arrival window of the technician. Once the report has been made, someone needs to be around the vicinity or in the house when the technician arrives and they can arrive anytime from morning to midnight.... Asked for a narrower window as we don't live at the property and the house is empty, but was told they can't tell us and the technicians wouldn't even call us ahead of time to let us know. We just have to be around the house... Frankly, when Dominion Energy contacted me to use their gas, I refused and decided to stay with Washington Gas as I wanted to support multiple businesses than having one company controlling both the energy and gas. However, I'm switching over to Dominion Energy and encouraging all my family and friends to do the same. I have been waiting around since 10AM this morning and it's past 6:30PM and I need to wait till midnight hoping they will show up. I was even told they might not be able to come by and technician could come the next day, but there is no way of knowing beforehand.... I have no word for this. This is absolutely insane.... I have wasted my entire day and night just being around the area waiting aimlessly. Now I might need to come out tomorrow to repeat this again. Good bye, Washington Gas. Never again. read more

I've now just discovered that I've got the same problem I had with Verizon - Washington Gas opened up a new account for my new home in Haymarket, but never closed or transferred the old account. So I've been sending payment to the account number that was supposed to have been terminated. Argggghhhhhhh! Gonna have to call them tomorrow - I am NOT looking forward to this. They recently hired a company to redo their web site and their phone system - AT EVERY SINGLE PROMPT on the phone system - they repeat OVER and OVER - something like "if this is a gas emergency - do such and such." You fricking morons - if I have a gas emergency, and I hear your instructions the first time - I am going to follow them! BUT NO! You seem to think that I will continue to putz around your phone tree - maybe if I listen to your emergency recommendation - say, oh maybe 10 times or so, I will all of the sudden decide to follow your instructions and report a gas leak! read more

Well based upon my now experience with Washington gas I'm going to say that the majority wins with the low ratings and or zero Stars that being said I had scheduled on three occasions for a rep to come and look at the Heat so I can start my service, first time last Tuesday nobody knocks on the door but they leave a notice on the door saying that I missed a service visit from them that was the first stupid move on their part because I should have at least gotten a phone call saying hey we are on our way per what I was requesting the whole entire time from when I was talking to a rep over the phone when scheduling the appointment, second time a representative came and I heard the knock on the door and it was a lady which I just learned today her name is Kelly who's a contractor with Washington Gas I was simply trying to tell her that the meters that she needed to get into was in the back of the house and immediately she got defensive, impatient and rude saying that she needs to go inside to relight the stove and other appliances and I was simply trying to tell her that the stove self lights itself and trying to read her some instructions per my landlord and other contractor wanted me to let WG know and she again gave me an attitude and by this time she was already in her truck I gave my landlord a call to let him know what was going on and after debriefing my landlord and getting the okay from him I went back outside to let her know okay come inside and by that time she had already left I called Washington Gas for them to send somebody else to come on that same day and let them know what happened with previous contractor and nobody came even after the fact that the representative over the phone told me that they would send somebody else on the same day so that's the second bad strike that they have with me so we fast forward to today and it is the same representative and this time she has a male with her and she tries to make a smart remark saying I am back are you ready for me this time and I stopped her dead in her tracks I said ma'am I said I was simply trying to explain to you the instructions per my landlord had told me and I said but you didn't give me a chance to get that far and you just left and then she makes a reply oh well I figured that after the third time that I went inside to talk to my landlord on the phone that I didn't want service which I don't know why she would think that but anyway I told her I said ma'am I said you didn't even let me get that far I said I am a renter here I said if my landlord has specific directions that he wants me to give to you as a contractor then that's what I have to do and I told her there were other instructions from a HVAC contractor regarding the meter from AC unit that was installed last week that I was trying to tell her about but she didn't listen and then she said that she didn't want an argument and I told her I said I'm not arguing I said I'm simply was just trying to let you know everything that my landlord wanted me to tell you meaning Kelly the Washington Gas contractor but she didn't want to listen and drove off when I tried to get her to come do the work and then she tried to make a reply well your landlord doesn't know everything that and I stopped there again and I said ma'am you have to be professional regarding this situation and I said again my landlord wanted me to give you instructions so that's what I have to do I said I am a renter here this is my landlord's house I have to follow suit so then finally her and the other representative go around the back and they look at the meter and they discovered that there was a plug inside of it which is why the heat wasn't working so they fixed it, and they looked at the closet to check the other stuff regarding Heat and it literally took them about to do everything including Kelly lighting the stove tops probably at most 20 minutes or less which is something that could have been easily done last week had Kelly been professional, patient, and listened to what I was trying to tell her last Friday and all though toward the end of today 8/30/22 she was trying to be a tiny bit nicer but still on certain situations first impression is a lasting impression which is why i say Washington Gas SHAME ON YOU!!!! Keep in mind also that some of us do have odd work night schedules so an exact time of arrival and phone call would be nice when customer request it, this company needs to GRAB ONTO REALITY AND HOLD ON TIGHT, THEY HAVE WASTED A LOT OF MY TIME, SERIOUSLY, ENDLESSLY, UTTERLY RIDICULOUS!!!! read more

If I could give this company no stars then I would. I say we launch a DMV-area campaign to take Washington Gas down as the sole gas provider. Having a monopoly on a basic necessity is no excuse for ineptitude at every level. read more

I haven't even started my service yet with Washington Gas but my experience so far has been extremely disappointing. First was my issue was finding out the process to start gas services through your website doesn't work. I found this out after waiting on hold for 1.5 hours (this was my second attempt to reach customer service after being on hold over 30 mins the first time) on 11 June that the phone rep didn't see the initiation I attempted to make online on 10 June and that I'd have to complete the process over the phone. During this phone call I was informed the earliest I could start my service was on 16 June, almost a week later. So today is the day my service is supposed to start. I call customer service in the morning confirming the time window I should be expecting the technician. I'm given a time window of 7am-5pm. I find it kind of odd that in 2021 a company can't give a better estimate when to expect a technician to arrive, but ok I'll be on the look out. Furthermore, I found it very disappointing in the lack of accurate information I could get from customer service. I called customer service a total of five times throughout the day and was provided conflicting information. One CS rep told me techs may not be able to call/text me when they are on my way. I find this extremely difficult to believe in 2021 someone doesn't have the ability to do this, but ok. But another CS rep ensured me that being that this is a new service the tech absolutely will call to let me know he/she is on the way. I asked what type of vehicle I should be looking out for and a CS rep told me he doesn't know, and that he's even had customers report that the they arrived in their own personal vehicles. I was repeatedly told throughout the day to hold tight, that the tech has been dispatched and "in my area". And I was also ensured that if for whatever reason if I missed the tech a note would be left stating that no one was present when he/she arrived. I was even told after the 5pm window by a CS rep that I should just be patient and that the tech will arrive eventually. Well, as you can probably guess, it is 9:50pm and no one has arrived. But when I called customer service at 8:50pm asking what the status was I was informed that the tech had reported that he/she had completed the job and turned on my gas. As you might imagine I was pretty confused by this because while being forced to sit home all day not once was there a knock on the door, ringing of the door bell, call, text, etc.I even verified my gas not being on with testing the water and stove...still no heat. So basically, the tech lied stating they did work that they actually didn't. And even if he/she did, the fact that they didn't verify everything was operational before marking the job as complete is unprofessional. I think this is grounds to finally speak to someone above the CS rep and ask to speak to a supervisor, and of course, there's no supervisor available apparently for me to speak to. The most the CS rep can do is submit an incident ticket inform me that I should expect to receive a phone call by a supervisor sometime in the next 48hrs, and that she couldn't even guarantee a tech to come tomorrow because the schedule is booked so now I may have to wait until Friday to get my service started. read more

I wish their is a zero rating for Washington gas in general. I am looking for an easement later for my county but no one knows in the entire department. read more

Our meter broke on last Sunday at snow day. We were completely out of gas/ heat Washington gas put our on schedule which time framing 7am-5pm. We had to take a day off and no one show up. They rescheduled for Tuesday. No one show up. When we called back Stephanie The manager said tech couldn't find parking spot and lef. This is the 3rd day we are out of gas, sitting home in cold and waiting for tech. Extremely poor service in 20019 read more

I am extremely disappointed with their telephone system and there is absolutely no reason for this type of service. I have now been waiting for over 30 minutes for a real person and still no-one. read more

I'm a new Washington Gas customer. I've been on the phone trying to work through the automated process for 2 days now. Regardless of the time of the day I call, I am perpetually on hold. I just can't seem to get through the wait and get an actual person on the phone to start my service. How's this acceptable? read more

This monopoly MUST stop. This company has absolutely no care for their customers. I requesting new service and was given a 7a-5p window...No one showed up or called! I called at 5:30 pm then I was informed that the technician may be running late and may arrive after 6 pm but the CS rep could not give me a cut off time...No one showed up while we are paying an individual to wait in the house for the technician. So you must wait all day for them but they don't even have the courtesy or respect to give you call to say they can't make it? in 2021? This is some BS! DC should allow more suppliers to come into the market and promote competition to end this BS. This company don't even deserve 1 star. 1 star was the minimum required score...They get 0.0*! read more

Captive audience. There is a reason for the complacency of Washington Gas. They own the area- you can't do anything but waste 10 hours of a day waiting for one of their sub contractors to decide to stop in the neighborhood to turn on a switch. And hey the customer service rep Latasha just told me I don't have any recourse even if they don't come, and guess what they might come at 9pm and that's just the way it is. I understand in a government agency there are inefficiencies and rules the employees have to communicate, but can't they give you some practical advise about how to handle turning on your gas? I mean, Geez...nothing pisses me off more than having some stooge no brain body on the end of the other line. Worst utility ever. So here is an update to what happened on May 22, the day I was to take the keys and have access to the property. I was on I-66 with a load of clothes- and realized some unknown number left a message, my meeting with th landlord and the carpet cleaner was at 1030- what a nightmare move. I immediately called WG and they said the contractor had not yet logged they had left (20 mins after the heads up). I called the landlord as she was on her way over. I got to the house, the landlord said she got there and they were pulling away and she waved and yelled like crazy for them to come back but they acted like they did not see her. Luckily, they came back and were doing whatever they do and I had gas. Sheesh.I give the operator I called that morning great credit because she kept checking to see if they had left yet so I had some hope. Word to the wise: NEVER disconnect Washington Gas services. EVER. Just transfer them to a hold position or you will regret it because this company DOES NOT CARE. read more

Washington Gas has no customer service, do not expect their abilities to provide service. The gas leak was detected in December with the service line repair, unfortunately they failed to correctly make the repair. After digging up the yard to gain access for the repair they failed to make a proper service connection from the gas main. After 6 attempts to have the service turned on different technicians reported the problem No gas to the meter. I was informed underground utilities, a separate division, would be out the following morning to correct the service issue. After contacting customer service, again, I was informed it would be at least a week before they would be able to correct the repair. This means the house has been without gas service for over a month and I still have to pay for their service. Washington Gas is horrible. If they weren't a public utility and there was a separate option I'd get rid of them. Good luck. The people that work for the company I have to say are nice to deal with but that does not excuse their inability to provide service or even a schedule of when things can get done. read more

Awful. Completely awful. Washington Gas is so lucky they have a monopoly. Maybe that's why there customer service is horrible. Don't worry about setting up an appointment with them to do anything (like read your meter) because they won't show up anyway. Even after you call to confirm. The people who answer the phone use circular arguments so you get no where with them. We waited for over 40 minutes trying to talk to a supervisor...and they did nothing to help. I can't express how awful this company is at customer service. Good luck...what other choice to you have? read more

Here is my crazy story of Washington Gas. I wish I could say it is a warning story, but a lot of you have no choice! I love online payment, so when I bought a house in this area, I signed up for everything online, including Washington Gas. I set up auto pay for all my accounts, and figured I was safe. I also set everything up for e-billing to be green. I noticed on my statement that I hadn't been charged anything for Washington Gas and knew that couldn't be right. So I went to log into my account and it was disabled for non-payment. I had to call them at this point. They said there was a problem in their system that disconnected some people's automatic payment. They said I would have received a late notice, but I had ebilling and they disabled online accounts for non-payment. So I wasn't getting the e-bill for my non-payment because of my non-payment. I asked if I could pay my bill right now. She said because one was late, I would have to pay both bills at once. I said great, I would like to pay both bills at once. She said that I couldn't pay that amount over the phone and would have to do it online. I said great, let me pay it online. She told me I could not have my online access back until I paid the bill. I asked if I should mail in a payment and she said our gas was in danger of being shut off if they didn't have it immediately. So I asked if I can pay a piece of my bill over the phone. She said I could. So I paid a piece over the phone. You can only make one payment per day, so I called each day to pay my bill. (It was the coldest part of winter, so it was unusually high). I got my next bill (now in paper form) and immediately paid it online. The day after I paid my bill, I got a notice that I owed $440 and my service would be cut off in a few days if I didn't pay it. I went through every amount I had paid and everything I had owed, and I was extremely up to date. I finally called them. They told me because of my late payment and unusual way of paying it (a little each day), I was going to be charged a deposit of $440. I mentioned I hadn't received anything other than the discontinuation notice. *She said that's because they haven't sent it yet.* So I was going to get disconnected for not paying a bill that I did not receive yet. I paid the $440 online and received the bill for that a few days later. The due date on the bill was after the date they said they would shut off our service. Okay, so they have lots of my money now. Everything's fine, right? I received a bill in the mail saying I over paid my last bill by $440 and that I should not send payment this month. I log onto my account online. The bill there says I owe payment for this month. I give up. Seriously, Washington Gas, take all my money. Just please don't hurt my credit. read more

Washington Gas = Disaster Web site a mess, often does not work. Most recently, it says my password does not correspond to my UID/profile... suggests a password reset. When I attempt to reset the password, it tells me there is no profile associated with my UID. I was one of the thousands who incorrectly received "service discontinuation" notices (in Feb 2016) via USPS mail because Wash Gas screwed up their billing/autopay, or something. I've called wash gas twice to fix the above-described problems, and the sad incompetent help gave incorrect advice both times. I live in DC, so I guess it's past time complain to the commission that "oversees" this racket. Given their track record, perhaps the biggest surprise is that Washington Gas has not yet literally blown themselves up with their own gas! read more

Washington Gas clearly does not care about its customers;they not only turn the gas off on my rental house even though I had written document from them that authorized the transfer of service to my name , they did not turn it on for six days. I pleaded with a service technician to turn the gas back on but all you said was that he has his orders and could not change anything I asked for it to speak to a supervisor because it was Sunday evening he said there was nobody available until Monday morning. My new residence had put the gas in their name and they moved in on Thursday and had no gas until Saturday this company she lose his license to provide a monopolistic service to our community when they clearly do not care about their customers read more

I have had the most terrible customer service from your company. I have been dealing with an unsecured gas meter issue with your company since September. I have put in over 10 phone calls to you. You have sent out 3 different crews, but each crew has stated that dispatching got the order wrong and that 'their department doesnt do this type of repair'. My gas meter is unsafe. It is loose and needs to be resecured to the home. The line needs dug up and a new riser installed and then mounted to the side of my home. Your company gave me this information in OCTOBER and I have yet to have ANY CREW contact me to schedule this repair. Your crews have shown up at my house unnanounced...after I called and complained, but they were unable to do the work. The utility company was out today and has stated that this unsecured meter is a MAJOR SAFETY HAZARD to my home and that I should call you immediately to repair it. I was put on a 30 minute hold and told that "hopefully Rita, our supervisor will call you today but it might be tomorrow if she doesnt get the answers from dispatching". I dont want apoligies or explainations. I want a crew to come out and FIX THIS. I have been told repeatedly that I cannot speak to the scheduling department, dispatch, or the contractor that will be completing my repair. This is completely unacceptable and I dont care how loud I have to shout from the rooftops before your company comes and completes this repair that you have been aware of for THREE MONTHS. The most terrible customer service Ive ever experienced. Worse than comcast. read more

AWFUL! We have lived in our condo for a year. Our bill has never exceded $20. This month (August) we get a bill for $577. HOW?! We call and get some bogus answer about broken meter for the last 5 months and they are usage charges from the previous 5 months. Meanwhile the $11 bill we have paid over the past few months was just an "estimate" what kind of BS is that?! How are we at fault and have to pay for your issue with reading meters/broken meters. We have never had to budget more than $20 a month and all of a sudden when we sign up for auto bill pay you want to hit us with $577. YEAH RIGHT?! It would have automatically taken out of my account if I hadn't read the email and cancelled auto bill pay. Sounds like a complete scam and awful customer service. Couldn't get a supervisor on the phone at all. Already wrote to the state corporate commission about this as well. read more

I don't know how they get away with all the things they do. They dig up a sidewalk next to us 4 months ago but nobody came to fix it. It's a trip hazard!!! I call and call again but nobody cares! I don't know what to do. read more

Garage service, garbage employees but that's understandable considering the "upper" management that is in place. You can't be successful at your job if your mentors and/or leaders aren't capable of doing their own jobs. Maybe they need a massive restructuring and clean up so you all can provide better service and hire capable and positive employees. They were bought out by Alta Gas not too long ago so hopefully Alta Gas will get rid of the dead weight, horrible employees they have there presently. HOPEFULLY for us all. Y'all are garbage. read more

If I could rate zero I would. I've been calling for weeks sitting on hold for hours and never once have I gotten in touch with someone. Eventually the call will drop and I give up. I feel hopeless. Awful company and customer service. I've also tried email and received no response. read more

On 8/25/21 I have been on hold since 12:30 pm with two phones. Finally gave up at 9:00 pm when they said they are closed. This does not make any sense. I am not even sure if they are working today even if it says open until 9:00 pm. read more

Another HORRIBLE experience from a resident in Arlington. I took off work to wait all day in a cold house with no heat or hot water. I waited for the call they promised me and didn't get a single ring. Waited for a knock on the door but didn't hear anything either. Called later in the day. They say the tech called my house at 9:30am and didn't get an answer so now they have to reschedule me until tomorrow. Either they're lying or incompetent as my phone was next to me all day, and records show that no call was made. I asked what assurance do I have that this won't happen again because I did everything that I was told to do. The cust. service rep based in the Philippines was of no help at all, and was definitely not sympathetic of my situation. So now I have to check back in to a hotel so I won't freeze to death like that woman in Maryland did after her gas was shut off in the cold. Also have to take another day off work. Worst company I have ever dealt with. Must be great to not have any competition. read more

Washington Gas has got to be the worst company ever. I would seriously not buy a house if I found out that I had to have Washington Gas. When I lived in an apartment a few years back they didn't seem to understand that the company running the complex had forgoten to switch the gas bill over to me and when they did I paid them what I owed them and then the bill was to switch to me. Washington Gas tried to charge me for the same amount of money I had already paid the complex. Lucky for me the apartment owners were willing to write me a check for the amount I paid them. Now the company I work for is being screwed by Washington Gas. They claim the meter is now reading in the 9000. Before that it was in the 8,000, but in reality the meter is reading in the 6,000 and they refuse to send someone out to look at it. I tweeted this photo as proof yesterday. http://twitter.com/Evolution33/status/47367150272389120 It is too bad Washington Gas doesn't have any online presence or they could be shamed into doing the right thing. read more

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

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