Washington Gas: Absurd

6 Responses to “Washington Gas: Absurd”

1. JJ Says:
   April 9th, 2008 at 5:30 pm

   I’m not sure if there is any CP ethics policy against this, but you basically have to ensure that the most senior person in corporate communications, and community relations, get a URL for this blog posting. They would probably have every interest in cutting across offices to fix this. Another thought to keep in mind: DC City Council holds an oversight hearing on the performance of Wash Gas and other utilities annually. I believe that Mary Cheh is the chairperson, and this year’s hearing was already held, but you might want to look into providing testimony at the next one, and CC her staff on this blog posting while you’re at it.

2. Arthur Delaney Says:
   April 10th, 2008 at 12:04 pm

   Thanks for the input, JJ. The blog post URL found its way to corporate communications by itself. I think the lesson here is that if calling them directly doesn’t work, maybe public whining does.

3. Mother Gas Says:
   April 18th, 2008 at 3:52 pm

   Check out my blog that has been documenting Washington Gas’s poor customer service and bad business practices for the last couple of years. Here’s the link: http://mother-gas.blogspot.com

4. uche Says:
   May 19th, 2008 at 10:54 am

   I need to let the world know that washington gas services it the worst that I have ever known- heres how they treated and is still treating me, I call to complain that I smell gas at my backyard on wed. may 14th the lady that took the call after takin my contact # told me that someone will come out to check and she asked if i would be home and I told her that I will be home for the rest of the day. Do you know that the cut off my gas nobody came or called me and when I did call them on the friday the 16th they stated that some will come out nobody did and my gas is still out and today is monday the 19th of may for all most a week I do not have gas and I do not owe washington gas I have three kids under 5years old I have had to buy food out and my children are very picky what they eat, I usually cook for them. Is there an organisation that I can complain to for them to come and have my gas turned on

5. Trex Says:
   June 14th, 2008 at 10:23 am

   I live in an apartment and washington gas put my account/bill in some one else’s name, my question is am I’m responsible for the bill even if the bill is in someone else’s name.

6. Lorraine Says:
   August 6th, 2008 at 2:45 pm

   November 18, 2007

   Washington Gas
   ATTN: Customer Choice Program
   6801 Industrial Road
   Springfield, VA 22151-4294

   RE: Account 0612074054

   To Whom It May Concern:

   I have been a customer of Washington Gas for 40 years and a customer of Washington Gas Energy Systems since 2000. In late October, I received an envelope from Washington Gas and assumed it was my bill. On Monday, November 12, 2007 (Veterans Day Holiday), I was about to pay my bill and discovered to my shock that a person named Yves Balcer was on my account at my address. The bill was not for the amount of $225 which is what I pay WGES (see two enclosures).

   On Tuesday, November 13, 2007, I attempted to find out what had happened to my account. As I made my way through the Washington Gas menu I was warned that no one, not even my spouse, could make any changes to my bill unless that person’s name was on the bill. When I finally got through to Customer Service at Washington Gas I was told I had cancelled my WGES and I would have to contact WGES, despite my protests, I may add.

   I called WGES and after a lengthy hold I got a very unhelpful young man who told me in no uncertain terms it was not their problem. When I asked to speak to his supervisor he was rude and abruptly transferred me – back to Washington Gas. There I got a more helpful person who said: 1.) An unknown person had cancelled WGES; 2) She would contact “Accounting” to get me restarted; 3) Customer Service is being outsourced to the Philippines November 21, 2007; and 4) there is no telephone number for me to call “Accounting.”

   I contacted the Office of the People’s Council who will do something to protest the treatment I have received but each party has 7 days to reply. And of course the Thanksgiving holiday approaches.

   Now winter is approaching, I have a job that requires me to be out of the house and on the road, I have a disability for which heat is essential, and I have no clear way to be sure

   Lorraine Middleton
   November 18, 2007
   Page 2

   that WGES or Washington Gas doesn’t cancel my service and mark me as late pay and damage my credit.

   How is it possible that a local utility can allow someone other than the account holder to cancel an essential service?

   How is it possible that customer service can be outsourced to the Philippines?

   How can I get this mess corrected, gas service continued, and clear my account up?

   I am sending copies of this letter to everyone I can think of in the hopes that Washington Gas is shamed into correcting their plans to further disrupt customer service for an essential utility.

   AUGUST 6, 2008

   Since writing this letter I have had the Office of the People’s Counsel, DC City Council, and counsel to the DC City Council negotiating for me. It did not stop Washington Gas from issuing two orders to disconnect on July 3 and August 1. They refuse to credit me for the money I paid in November, to bill me only for distribution, as required under the anti-slamming legislation in DC, and reinstate my budget account.

   What readers may not know is that customer service was outsourced to the Philippines November 21, 2008. Think what an inviting target terrorists would have if we had a winter ice storm or extra cold weather and they could disrupt communications with customer service.

   Any idea how dissatisfied customers can band together to bring suit? I have tried all avenues to find an attorney and cannot.

Leave a Reply