Washington Gas

Worst company!! Scheduled to have them come out to turn gas back on. Claimed they called and knocked on door yet no missed calls or knocks all day. Then proceeded to tell me they won’t send anyone else out until Monday it’s Friday I have a toddler and now have no hot water through the weekend. Then claim they have to follow procedure and turning gas back on is not an emergency.

This is wholly unacceptable. I've been trying to stop service for over a month. Washington Gas won't allow me to stop service using their website, so I've been calling...and calling...and calling. No help. No answer. But I just got a bill for an apartment I moved out of 2 months ago! I'm furious about this, but can't even imagine what people are experiencing when trying to START service. To claim that you're working on customer service, while customers are holding for hours is ridiculous. There are simple business improvement solutions that can be implemented by outside vendors within 10-20 days. The fact that this continues to be a problem is indicative of a ridiculously poorly managed company.

We have been without hot water, a way to cook, or heat our home for the past 6 days since we started our lease. They do not work on the weekends so if you start your lease and request service on a Wednesday you will be waiting until at least Monday. That was our case, but come today Monday the tech didn't even bother to ring the door bell or knock to tell us he needed access. My wife and 4 kids were home and she found a note on the door stating they could not connect gas without access to the house. She called and was waiting to speak to a customer rep for over an hour again to be told we have to wait another three days for another appointment! Here are a few pointers for you company: 1 hire more customer reps wait should never be more than 15 minutes 2 automate system to be able to schedule start and stop of service online. Your website appears to have this feature but it ends up with a message to call a customer rep. 3 provide a window for connecting or disconnecting service so people are hyper vigilant for when a tech is supposed to arrive. Attempt to call when enroute to the home 4 staff the weekends 5 provide emergency service connection. I would pay a higher fee to get connected right now!

The customer service number puts you on hold for 1-2 hours each time. Yesterday, I got a hold of an agent to set up 3 new accounts and they set it up incorrectly. So i had to call again to correct their mistake and was on hold for another 1-2 hours. Now, they only let me speak about 3 accounts as i tried to inquire about a 4th for our business. She said she would put me on hold but then just hung up on me.

i waited on phone 2.25 hours and twice more than i hour. They say, " please hold. will be more than 10 mimutes." Never a hint of several hours. Then went to website and entered my address: Response? "Invalid address." I have tried to change address and account for 2 months. Went to their addres.s of 33+ years. They left this week with no forwarding address. This was a good company a long time ago. Not now.

Update: They've acknowledged customer concerns and a more recent change of service went smoothly. I'm encouraged, hope others are seeing improved service, and hope this is an upward trend for Washington Gas. Original: ABYSMAL Website failed to recognize the address for service despite entering it exactly as instructed and then variations, just for kicks, when that failed to work. Good luck getting anyone to answer a phone, let alone before the system times out. Finally got an account number and registered online... but it doesn't show the account number or service address. No idea what's going on. Surprised they've got more than a 1 rating.

This is the worst company I've ever had to deal with. I was trying to start and stop service online but kept getting error message even though I filled out all required fields. I kept getting message to call customer service which was another nightmare. I was on hold for almost two hours to start and stop service. Total of 4 hours being on hold. Not a hyperbole. Literally 4 hours. If I could give this company zero stars, I would.

-5 Stars ~ WG IS THE ABSOULTE WORST! If you have any other option for a provider, please take it. You can never reach a rep wo holding 45 -60 mins. No matter the day or time. Once someone FINALLY answers, they are terrible. After 7 times, 7 times, of waiting to get thru to discuss my bill TRIPLING in 1 month, and I tried emailing. 3 emails and 2 wks later NO RESPONSE. I had no choice but to wait 57 mins on a call where a tech was supposed to come to check the accuracy of the meter reading. NEVER CAME, NEVER CALLED. Repeat steps above. Some how it was not docoumented this was ever arranged. ARGH! Ok, so now another tech was supposed to come, she gave me day and time, said I didn't need to be home. Received no info if this was ever done, NOTHING on website either; bill remains the same. RN, was on hold for 65 mins, rep comes on line, no CS skills. I explained calmy I swear cuz I didn't want her to hang up on me she got my account number said nothing else and the line went silent. My phone shows that the call is still on, another 20 mins have gone by and NOTHING. This is the worst "CS" I've EVER experienced.

I've been trying to get a hold of them for a month now. one person picked the first time after being on hold for over 2 hours. They immediately sent me back to the hold line. I'm currently waiting to speak to someone because my family is freezing in our new home. I recently sent them an email to their customer support. Hopefully i get a response back but I'm just shocked at their customer service. i can't even set this up online because they said I need to call. PLEASE SOMEONE HELP

I need to cancel service and restart at new location. Waiting for two hours counting. Who is the manager? How can I legitimately complain? I tried the call back option yesterday.... no one called me back. I wanted to go to an in person location. I read they do not do in person...is that true?