After a long wait, Dexter the technician arrived late into the evening. He was awesome. Professional, proficient, and friendly, he answered all of our questions and fixed all of the issues with our leak and system. Washington gas may not be that great overall (and indeed we have not generally been impressed), but Dexter restored our faith in their service and provided incredible support. Thanks, Dexter! read more

HORRIBLE CUSTOMER SERVICE ...she told me to check my bank and hung up. By the way the email that you sent to me saying you were Washington Gas and asking me to pay my bill through that email was a scam because the charge didn't go through and the next day my phone shut down because someone was trying to access it !!! Shame on you all for the terrible way you handled my billing concerns. read more

We had an appointment to have our gas service restored yesterday between 7am-5pm. I waited until 430pm then called customer service. The rep I spoke to couldn't find our account, so he just transferred me to Automated COLLECTIONS. What the Hell?!?! . . . . The Bill is Paid Already. I called back, got the same rep, at least I'm 99% sure it was. This time, he finds the acct and says "Rest Assured, Service Will Be Restored Today. Our techs are just handling a lot of emergency calls right now; Just Wait for them to contact you" . . . . No One Ever Showed or contacted me, and I wasted the whole day waiting and couldn't take care of other business due to the 10 hr window that I had to sit here waiting for your techs to never show up. The phone rep was just feeding me a line of BS. I Have No Heat and It's Cold. read more

I absolutely HATE Washington Gas. I never hated a utility company in my life. They are crooks, they charge too much and they call.themselves putting you on a payment plan which doesn't help because they will.ober charge u making your bill higher than what you are on a payment plan for. They need to be reported and stopped. The supervisors don't help either. They just basically say "it is what it is" They are the utility company that will either break you or mess around and get your service cut off due to their CROOKEDNESS!!! read more

We had a Washington Gas tech come to our home earlier this week to reset our regulator because we had no gas and he said it may go out again and if so it needs to be replaced. Of course our gas went out again right before the big storm. we contacted Washington Gas at 3:30pm and a technician never showed up up. There are subzero temperatures outside and a winter storm approaching and they left a customer who has an elderly mother and asthmatic kid with no heat. One l customer service agent hung up on me and the other kept giving excuses and didn't care. The most awful customer service experience ever! It's so bad they treat human beings this way! read more

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A Company that is owned by Alta Gas in Canada that is not interested in the Washington DC Community. I see you want rate increases and other charges that are not justified by you poor performance in the Community. Also, Their DC Government Affairs, Brandon Todd has been more involved with boosting a Stadium than engaging DC residents to get better service from Washington Gas. They also paid a 1 Million dollar fine to DC for failing to build solar. read more

The worst customer service ever!!!! I have ordered to have the gas turn on. Asked them to come between noon to 5pm because there is no one living in the house at the moment. They came at 10:45am the first time. Of course I wasn't there. There is no gas pressure in the house and my stove is barely lit on high. I made another appointment with them to asked specifically to be between noon to 5pm and have someone give me half an hour notice in advance. They said yes they would do that. I got here at noon and they have already came around 10am again. I called their customer service, again, to ask specifically for the noon to 5 time slot. They told me there was never a specific time that they could do between 7am-5pm. Twice I was lied to! I have never had a service company this unprofessional! BTW, I barely understand what the person is saying. I have to ask them 3 times for each sentence to make sure I understand them. I was told they are located in Asia. I'm am also originally from Asia and I couldn't understand their speech. Washington Gas has the worst customer service for decades of my life in the US!!! read more

Washington Gas -- Where is Your Humanity? For more than 25 years, I have been a loyal Washington Gas customer, faithfully paying every bill without a single delinquency. And yet, after two months of being locked out of my account -- despite multiple frustrating attempts to fix the access issues -- Washington Gas heartlessly disconnected my service without warning. Imagine waking up in the morning, stepping into the shower, and being hit with freezing water. No notice. No opportunity to correct the problem. Just cold silence from a company that I had trusted for decades. When I immediately called and paid the bill in full, they coldly informed me that their policy is to reconnect the next day. But because it was Friday, they scheduled my service for Monday -- meaning my family would be without heat and hot water for four full days. Is this how you treat loyal customers? Is this the compassion you show to the families you serve? How is it acceptable for a utility company to abandon a family for an entire weekend simply because they refuse to staff adequately or pay for overtime? Where is the human decency? Where is the empathy? Washington Gas, your actions are shameful. You have shown that policies and profits matter more to you than people. SHAME ON YOU, WASHINGTON GAS. SHAME ON YOUR LEADERSHIP. 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

I'd really like to give them a zero I have scheduled several times to turn on the gas and they never showed up. I believe the workers are doing EVERYTHING but their jobs. It's ridiculous. The monopoly should be questioned also because we should not be strapped to only one incompetent company. read more

One of our stand alone carbon monoxide detectors went off and after replacing it was advised to call Washington Gas. The representative was very helpful and within an hour Scott from Washington Gas came and thoroughly went through the house inside and outside to conform no Monoxide. He also gave us helpful advice on where to place the detectors as well as what type to get (wired vs stand-alone). Very impressed with Washington Gas and Scott their representative. read more

Washington Gas - Utilities Near Me - Washington, DC, District of Columbia

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Let's first not call rude agents "customer advocates", because that's definitely not the case. Their service is pathetic, and i have just learned of Maryland's Customer Choice program. Definitely looking into Nordic. Tech dispatched to my home with a windows of 7am to 5pm. When I can see them daily outside my neighborhood, destroying the roads and holding up traffic. Do better Washington Gas, because you're absolutely a terrible company. read more

Thank you!! Washington. Gas for being so prompt. Thank you for addressing my concerns regarding possible gas leak. Your response was very quick and thank you for the technician !!!!! read more

Washington Gas is the worst utility company. They transfer you back and forth between departments and all you hear is "I am sorry". My 91 year old Korean War veteran moved in with me recently from Pittsburgh and we haven't had heat or hot water since 10/6/21. They said they can't reach the pilot light on my gas fireplace to relight it as the screens were in the wrong way. I had a fireplace technician come to my home and he removed the panel in less then 1 minute. He was upset that 2 people from Washington Gas couldn't do it. They had turned off my power initially to replace the meter without my approval, then said no gas was leaking but turned off my gas for 6 days until I removed the screen. The temperature has been down to 36 degrees in my bottom floor several evenings, and that is where my dad sleeps. Also, no showers as the water is cold, and can't use the gas stove. It is now 6 days and I had an appointment between 7am-12pm. No one came and I wad informed it should have been between 7am-7pm. The agent admitted it was an error on Washington Gas side. I pay my bills in full through monthly auto pay and have been annual customer since living in Northern VA since 1981. What kind of people treats their veterans and elders like this is unfathomable. I wish they didn't have a monopoly on gas service. Still waiting for resolution.... read more

Washington Gas - Fireplace botton panel removed in seconds. - Utilities Near Me - Washington, DC, District of Columbia

Bought a home in their jurisdiction.... Been on hold for over 2 hours now, that is after calling and being hung up on for pressing 3 to start/stop service. Asks for account number. Don't have an account number, I'm a new customer, click.... Tried filling out the start service form online, and it tells me I'll have to call customer service in order to complete the request.... Insane that this company is even in business. read more

I moved out of my apartment and need to stop gas service. I put in a request through my online account and was told there was an error so I would need to call customer service - it appears I am not the only one who has this issue, I assume their online service is just not capable of handling this (and many other requests) automatically for whatever reason. Their phone line is equally incompetent. This is my third time calling in as many days. There is no call back feature so you are forced to just wait in line, assuming they don't just hang up on you abruptly when it is your turn (this has happened). How is it legal to make it so impossible to cancel a service? I feel like I'm being held hostage by a gas company. read more

Washington Gas - A full hour on the phone with customer service and I have yet to talk to a human. - Utilities Near Me - Washington, DC, District of Columbia

Let me tell you about Tim Stevens (Stephens?)! He was amazing!!! Not only was Tim receptive and super helpful! He also listened to every concern we had and went above and beyond anything we expected. We had been smelling gas outside our business for a couple months and when we called it in, we were told the gas was shut off to our building. Tim was the first person to believe us and pinpointed a leak underground in front of our facility that was then leaking into our storefront. He came out in the pouring rain and immediately got to work ensuring the crew came out to inspect the pipe within an hour! Tim was kind, honest, generous and even asked us for the names of previous inspectors so he could report them not taking this seriously!! Tim is not paid enough and deserves a raise!! What a kind human who was super down to earth and caring the entire time!! Five stars to Tim Stevens for being EXACTLY the person we needed to come out and help us to identify the leak and to confirm that we weren't losing our minds and there was indeed something going on! read more

Washington Gas is so poorly run. They are just the worst. You waste soo much time with representatives who leave you running in circles. They transfer you to different departments, then the next department doesn't see the notes or approvals that the previous representative and you just spend two hours working on. It's maddening. They are incredibly unorganized and don't put the customer first. Seriously just the worst company read more

customer service is HORRIBLE! not the most friendlies people, and they truly don't care at all about you or your needs. i've had multiple issues dealing with customer service over easy questions. the last incident, i was chatting with someone through the website, rep asked if they could call me to discuss my issue further, i said ok. they said give me 1 - 2 minutes and i will give you a call. I'm still waiting for that call 3 days later. read more

I'm not sure where else to share this information, so Yelp is a good place for a voice to be heard! Utility companies hold us captive, we're stuck with what provider is in our area. But the customer service needs a major re-haul. First, the website is dysfunctional at best. I cannot make changes to my account settings without assistance from staff (think very minor changes). The website also only works in Internet Explorer, which is likely part of the probl. Second, when contacting the staff via phone, there apparently is a glitch. I have tried for the last week to try to get in contact with a staff member to fix a minor change to my account, since I am not allowed to do it myself online. I will wait on hold for 10-15 minutes then when it actually starts dialing so I may speak to someone, it shuts off! It's happened so many times I know it's not the people but the system. I think the company could afford to update its services to make them actually functional. Two month Update: I wish you could give less than 1 star. If you have an online account apparently you cannot make any changes manually regarding bill payment date and customer service apparently cannot make changes either. So who is supposed to make changes? Absolutely ridiculous, for a huge city this is a joke. read more

I **do not** understand how and why Washington Gas is allowed to be a Gas Provider! Their service is terrible, customer service is a nightmare, and account information is VERY messy (they re-started my account 3 times in ONE year, charging me hundreds of Dollars due to their messy account system!!). Where is REGULATION?!?!... This is not a ONE-star review. It is a **minus one-star** review. read more

I would give zero stars if possible. Ive asked them to come start my gas for four days now, and for four days they've said someone will come by 5pm and nobody has come. today we are sitting and waiting since they've said they'll come at 9PM today. read more

Horrible customer service and agents and billing deepartment who lack experience, create wrong accounts in anyone's name and give a hard time to the real owner and don't know how to validate customer records. They have no diligence and don't correct and make a mess of customer accounts and charge fees by creating new accounts without authorization read more

The worst utility company--scratch that, the worst company of any kind--I have had the misfortune to work with. When we first moved in, they were by far the hardest to get in touch with so that we could start our service. It took hours of our time just to start the service. Yet, that wasn't the end of our sad ordeal. Four months shy of a year, I'm still not sure if we are enrolled in autopay (I'll find out in a few days). From what they told me, our account had two bank accounts attached to it, one that was not ours. Whenever we tried to pay with our account, they wouldn't take it. They also didn't get rid of the unknown account, for some reason, until many phone calls later (and a joint phone call with our bank). Even after that, I saw the unknown account when I logged in, but this time I was able to delete it. They tried to blame us, then the bank, about the mishap. read more

Worst customer service experience ever. No constructive criticism to offer. They have a monopoly and no incentive to improve. We have been without heat in our home for a week. We have called every day and been put on hold for anywhere between 4-6 hours. Literally 4-6 hours. By the time hour six hits, the customer service window closes. Phone disconnects. Attorney General should investigate. read more

WORST CUSTOMER SERVICE. After four hours being on hold, I finally reach someone--someone on the emergency line instead of someone who can help me cancel my service, even though I selected all the correct numbers to reach the cancel services center. This person sent me directly to the survey! I am EXTREMELY DISSATISFIED. My issue isn't resolved. UPDATE: I tried to complete the stop service/move out online form and received the error message "request to terminate your gas service cannot be processed using the automated system," so I was forced to call customer service again. I also emailed customer service and only received an automated response. Since calling and scheduling a cancellation of service with a representative is my only option, being on hold for a total of TEN HOURS is atrocious. While Washington Gas's recorded message says, "your call is important to us," it feels like a lie. All I want to do is cancel my service because I moved states. If this company cared, they wouldn't have so many one star reviews and keep their customers on hold all day long--I feel like I'm a hostage. There's nothing I can do but wait around on hold for hours on end with my fingers crossed that someone will pick up and that if they do, they'll help. SECOND UPDATE: It's the next day and I've called Washington Gas three times this morning and have been hung up on three times when I select to cancel my service or speak to an agent. Yesterday, I reached out to the mayor of my city and he is trying to assist. Unfortunately, since Washington Gas is a private company, the city mayor has no regulatory authority over them (they're governed by the state). He escalated my issue for me. It's ridiculous that I have to go to these lengths to cancel a utility service. People move all the time. Washington Gas should be held accountable for their deplorable customer service. read more

really disparaging customer service. They returned my checks and didn't notify me at all. Then said it was "my fault". They sent me a notice saying my bill was paid but didn't notify me that my checks had bounced at all. Who does that? read more

WORST CUSTOMER SERVICE EVER. I tried again today. After three hours being on hold, I finally reach someone who can help me cancel my service. I explained my situation. This person put me on hold again for another half an hour and then I was sent directly to the survey! A horrible experience! I have sold my house 4 months ago and moved out of the USA. I am still receiving a monthly bill. I guess the new owners have not been able to connect their new service for the same reason. in the mid time I am getting their gas bill. I have tried calling every week for four month. Many hours of wasted time trying to reach someone, always ending up with they service survey. I have also tried e-mails and going directly to the website online to cancel my service. I was not allowed. I have not been able to resolve this problem. Very angry and disappointed! read more

Waiting for an 1 hr and 30 min just to talk to someone, worst service ever. I have called 8 times this week. read more

Washington Gas - Waiting to get a call from washington gas - Utilities Near Me - Washington, DC, District of Columbia

Absolutely the worst customer service I've ever experienced. I've been trying to get in touch with them all week long on the phone. Sat on hold for 30+ minutes every time Tuesday, Wednesday, and Thursday. Sat on hold for 45 minutes today (Saturday) assuming that it'd be less busy. Meanwhile, I sent an email directly to customersupport@washgas.com and via a message through their online help portal, but no response. I'd dump them if I could but they're the only service in the area.... read more

I would give a negative review to Washington Gas company. Their customer service is f-up. I would give a negative review to Washington Gas company. Their customer service is horrible and it seems not a single responsible human work in Washington Gas. I am trying to call customer service and it says wait might be 30 minutes or more. I am trying to get the issue resolved on their website, it says The request cannot be processed online at this time. Please try again at a later time or contact Customer Service at 844-WASHGAS (844-927-4427) to complete your request. What a joke.. Washington Gas CEO should resign..or they are sitting on so much money and don't care about people's time and energy. bunch of irresponsible people running the show. read more

Washington Gas was called to tag a gas line feeding an outside grill. Minor leak outside no threat to the home as it was already checked. The reason for getting it tagged is so we could get quotes from multiple vendors and some vendors will not come out unless its tagged. Called, was told they would be out same day, but never showed up. I called back in the late afternoon and was told that someone did come out. A total lie or someone went to the wrong address. I was promised a call back from a manager or supervisor but that NEVER happened. The next afternoon I received a call from another non-supervisor and was told more lies about someone coming out. I was home both days. Nobody came to the door or called me and certainly nobody was on the property since our cameras would have immediately seen them. What would happen if it was a real gas leak threatening the wellbeing of people and the home itself? Washington Gas is unreliable and possibly a danger to its customers wellbeing by not serving its customers with the services they are supposed to be performing. read more

In DC, Washington Gas is the epitome of awful. They actually closed out my account without my authorization and then send a notice saying it'd be closed if I didn't pay. Instead of apologizing and resolving this, I was kept on a lengthy, frustrating call and still have no resolution. It's truly a crime there's no alternative and this is a perfect example of why companies having a monopoly in any area is a disaster. read more

Where do I begin? OK, I'm set up in the auto bill pay with Washington because I'm a very busy guy. I do 90% of my bills in this fashion. They MISTAKENLY taken out over $11,000 out my bank account. I called that same day I noticed my account looking a little funny. Let's just say, it took two MONTHS to get my $money back. Absolutely Horrible company. The thing is, they monopolize my area for service. You got no where to run. Someone needs a good class action suit that extends to the highest court that can hold them responsible for their disservice & Negligence towards us innocent clients. read more

Washington Gas - Proof of Negligence - Utilities Near Me - Washington, DC, District of Columbia

When I moved in 2 years ago, I tried to set up an account with WG, but they said I couldn't because there was another company linked to the account. I called several times to get it rectified but they said I could not switch the account. 2 years later, I found out that they kept billing the company on auto-pay and the company finally found out that they should have closed the account 2 years ago. Now they say I need to back-pay gas for two years. I feel that they should eat the cost because of the negligence on the part of the company and WG. read more

WashingtonGas, You say customers are responsible for maintenance and monitoring of all pipes on our side which is a federal and state mandate on you, yet you do not come out to my home when scheduled. How can I be accountable for proper maintenance and monitoring when you do not show up for scheduled appointments then attempt to come when I am not at home. Now that is after 5:30pm, I am not going to be a happy camper if you attempt to come this late or come without scheduling. Also when making the service request, according to Lisa who said she was updating my record, why is it when I log into my washington gas account there is no mention of the service request? Help me, help you understand the importance of establishing a workable process. read more

You can call customer service five times in one day and ask five different representatives the same question, and get five completely different answers. read more

Terrible website, outrageous prices, zero customer service. After being approved for a meter upgrade, almost a year later, still nothing, Their lack of customer service brought my renovation to a complete halt. Washington Gas is a PRIMARY reason the quality of life in the DC area is terrible - shame on this company and double shame on city and county leaders for not intervening read more

Well I am currently holding for one of Washington Gas's "Customer Service" agents to answer my call. I am have been holding for 1 hr 45min until now. This is my 4th time calling and now I am determined to hold until someone picks up, I don't care if it takes the entire day to do it. I took their advice and sent them an email 11 days ago - no answer other than an automated response that they are very busy and they apologize etc... So I took their other advice and messaged them on Facebook this morning (3 hours ago) - no one has even looked at the message yet... So my phone call was ultimately answered in 4 and a half hours and ultimately I was off the phone after 5 hours. The customer service agent was good and took care of my concerns, but he sounded worn out, probably because he has been beaten up all day long by customers holding for hours all day long. read more

Washington Gas - I am continuing to hold as I am posting this... I've tried different days and times, but it doesn't seem to make any difference... - Utilities Near Me - Washington, DC, District of Columbia