Their website may just well be the worst on the internet. My guess is it was designed in 1997. Its slow, and the bill pay service is archaic. Good luck getting anything of substance from the site. I have signed up for auto-pay and budget billing multiple times but it never goes into effect. In addition, I schedule payments and they don't show on the website (although I receive emails stating the payment has been scheduled). But with that said, I have had no problems with their service, hence the 2 stars.

Hmm, one or no star is really what they deserved. Customer service is supposed to dispatch technician to turn on gas after a repair of gas leaks. Initially they said they can dispatch yesterday. No one showed up, no calls to the number left for contact, no window of time for us to have to wait at the location. I don't live here. I have to spare two days just waiting with no status or any mean to check status! And the service technician is still not sure to be here any time soon and no way to know this house will have heat and hot water in early February in Northern Virginia. It's 2019 Information Age! Come on, Washington Gas! Learn to do business in more friendly way! Update: Washington Gas did not show up even the customer services keep saying they will come today when we called them.

Washington Gas continues to be the worst public utility in the DC Area and probably the country. Last moth I received a bill for $13.69 but the month I get a bill for over $300..!!! Every winter I routinely endure hypothermia trying to keep my bill from devouring what little money I have but no matter how low I set my thermostat come around Christmas time, I always get a hefty bill from Washington Gas. It's useless to try to get some reason as to why my bill is so high but it's always my lack of doing something or not managing my gas consumption properly. This time I've complained to the Better Business Bureau to see if somehow I'll finally get some satisfaction concerning my bill. Washington Gas is one of the best reasons to go Solar!

I am furious. Last week, I found out that Washington Gas has been charging me monthly for a service that I canceled in April (TWICE!). After speaking to the customer service representative and being assured that the issue would be resolved and the fees on the account would be waived, I just received ANOTHER call (one week later) from Washington Gas stating that there was "an unresolved issue on the account." I spoke to another customer service representative who said that there was no record of that call, and they were unable to waive the fee. Instead, they want me to mail in my lease to prove that I moved out of the apartment. I'm furious and asked to speak to the manager, despite the rep's insistence that her manager would refuse to waive the fee. I have now been on hold "waiting for the manager," for 20+ minutes (my guess is that they are hoping I hang up). This is blasphemy, and no one should use this service unless they want to be charged on an account 6 months after they close it. I made sure to call twice and close it as well, because when we moved into the apartment, Washington Gas took multiple days to activate our account, despite us calling ahead, so I didn't want to risk it. I'm not usually a proponent of bad reviews, but this experience has rubbed me the wrong way, and I thought it was worth cautioning people before using the service. UPDATE: THEY JUST HUNG UP ON ME!

I don't have words for how frustrating Washington Gas Customer "Advocates" are and the lies they tell. I have spoken with 5 different employees since Saturday and each one tells me a different story and contradicts each other. They then say "I'm sorry but that person was not authorized to give you that direction, I apologize" but yet they offer to do nothing to fix my problem. I was told that it is standard for them to give you a courtesy call when they come out to turn on the gas. I live half an hour away from where the gas needs to be turned on. I waited around all day and no call. When I call them on Tuesday to ask why no one showed they told me that no one was authorized to tell me a courtesy call exists and they don't do that because they don't have time and that I have to be there from 7AM -5PM all day in hopes that someone will please come to turn on the gas. I spoke to someone this AM who said dispatch was "on their way" and would be there in an hour. I spoke to another rep after the hour was up and they said that "no one was authorized" to tell me someone was on their way and basically good luck until 5PM tonight waiting things out. This is a JOKE. If you ask to speak to a manager they will put you on hold until they hang up. This company is in need of serious customer service training.

Nothing has changed. Still rude and terrible customer service; agents almost always have an attitude. Really wish there was another option to where I live (sigh).

Believe it or not, Washington Gas has no non-emergency way to request a gas check in your home. Instead, if you tell them you occasionally smell gas, they tell YOU you have an "emergency" and must be present when technicians arrive or your gas will be turned off. However, they won't tell you WHEN technicians will arrive -- not even a wide window of time -- and they work 24/7! In my case, neighbors were concerned because my tankless water heater vents small amounts of gas on that side of the house (normal, according to the installer and manufacturer). When I called Washington Gas at my neighbors' request, the rep on the phone insisted on submitting an "emergency" report, so I rushed home from work. Ten hours later, I'm still waiting. When I called again, I was told I had a Priority Three "emergency" (the lowest priority) and the techs might come in the middle of the night because they had REAL emergencies to deal with! After I vented (no pun intended) to a supervisor, she finally agreed to cancel the emergency report -- something two previous reps had said wasn't possible -- so I could sleep. She told me to call again at 7 the next morning and report another "emergency" so the techs would get to me sooner. Another day of work lost. If it hadn't happened to me personally, I'd never have believed a publicly regulated utility company could operate this way. Seriously inefficient, completely inconsiderate and inconvenient, and totally absurd. Why not have a separate, non-emergency team to check this sort of thing and offer service windows like other utility companies do? What the heck is wrong with Washington Gas?!?

I wish you could give zero stars. Washington Gas is the worst public utility company I've ever had the displeasure of having to depend upon. I set-up my account for a move in date of October 20. Late November I get my first bill - which stated I had a "previous balance" of $170. That's funny - given this was my first bill. I called customer service for clarification. They claimed the 170 included a security deposit and start up fee (none of which they mentioned when I set up my account). I said that was fine, but I needed to see an itemized bill showing that. Also - there were other fees in this mysterious bill from August. To correct those charges they asked that I send a copy of my lease to prove my move in date. Two weeks later, to my pleasant surprise, I received 2 emails. The first indicated that my account was not set up correctly so they set up a new account for me. Great! The second email - sent to the old account number - showed a reduced charge. Great! But wait - I got too far ahead of myself. I tried to access my new account - it didn't exist. I went to my old account - the new bill didn't exist. So I made the fatal mistake again: I called customer service. So - I was basically told I was a liar. The emails I received didn't exist (wow - I didn't know David Blaine worked as Washington Gas) - and if they did exist there could be no explanation. The new account that was created was cancelled the same day. There was no record of my call from 2 weeks prior. Even more scary - they claimed they had a record of me calling the day before. What? When I claimed this to be false they again claimed I was a liar (because, you know, their records are so good). I said I either had amnesia or there was some aspect of fraud going on here. So the saga continues - I've still not received the bill I was promised several weeks ago. Indeed - online I am unable to access any bill from my account (it says they are "being modified"). I keep getting threatening collection notices. It's likely I'll just have to suck it up and pay their bribery fee as I have no other choice or I'll go without heat, hot water, and cooking gas for the winter. Consumer complaints obviously won't get this addressed... there are literally thousands upon thousands of negative reviews online (I've never seen a positive on). As a publicly regulated utility, the only choice is to bring this to the attention of our MD representatives in hopes that they will care (if their pockets aren't already lined with gas money). The alternative is a class action law suit.

Horrible company to deal with customers service very rude they know they have a monopoly on their services and that you can't go anywhere else to get gas delivery and it shows with their attitude unfortunately they have a monopoly on this business and you can't take your business somewhere else which i think a majority of people would do if they had a choice

BLUF: Absolutely the worst utility provider and customer service needs some basic training. Lived in my complex for 18 months and just received my first billing statement. I assumed that I was paying thru my monthly rent cause I never saw a billing statement. Question is, how to you go 18 months of having gas then they they catch their admin mistake and turn off my gas 18 months into living here oh and by the way, please pay ur fat ass bill in full....they are all kind of awesomeness.....took multiple times calling customer service supervisors to help fix this mess. Average administrative clerks were lost, pease fix it jesus!

I have had multiple negative experiences with Washington Gas. Several times, I have attempted to set up auto payments, and the system doesn't seem to recognize my routing/account numbers, while when I make one-time payments with the same routing/account numbers, the payment is accepted. Bizarre. Each time, I've been charged a $20 return fee and tried to start all over. To this day, I still have to pay manually every month. Woof. The last straw was when I received a letter in the mail last week stating that while gas is being used at this address, they don't have an active customer on file, so I need to give them a call to place the account under the proper customer's name. I've been living here for 3 years and paying the bill each month. When I asked customer service WHY in God's name they would somehow disassociate my account and profile, they had no clue because there were no notes on the account as to why this event occurred. In addition to the inconvenience of holding on the phone forever, going through this charade and still not understanding WHY this happened, I was instructed to call back in 7-14 days to check in on my case file to ensure my account was set back up correctly. Are you kidding me?

Why am I not surprised that this terrible company has 1 star? For the past, two years since I've had WG, every few months they contact me saying they have not received payments. I then have to log on to my account and send screen shots. This is the third time it is happening. Seriously guys, maybe update your technology or get a staff has a brain. #1 reason can't wait to move out of the area so never have to deal with them.

Just had a leak in the house following a power outage which prompted a response from the fire department. The fire department simply shut off the gas. Washington Gas technician Wayne responded immediately and acknowledged the severity of the situation. He immediately sprung into action and found the cause. He explained everything perfectly and isolated the leak so that the remainder of the gas could be turned on. Very impressed with his professionalism and polite attitude. He definitely made us feel at ease about the situation. Thankfully we had carbon monoxide detectors that alerted us to the situation. Check those batteries folks!

The 1 star reviews are sadly true..this is actually the first 1 star I've ever written. Horrible customer service. I just found out my account was closed out without my consent..the customer service disaster and lack of any organization is mind-blowing.

ZERO STARS. This company is worthless and couldn't give two shits about its customers. My bill has been pretty consistent over the years. Even when I moved, the average has been pretty much the same and affordable. All of a sudden this month it doubled. When I called, the lady said she would send someone out to see if there's a leak and get a meter reading. Okay, great! She also looked up how much the previous tenant paid here last year as I moved in six months ago. The amount she told me was about the same as what I'd been paying. Then I get put on hold for some time and when she comes back she said she asked another rep about my bill and said it's accurate and there's nothing more they can do. OMG are you kidding me?!?! THEN she had the gall to say Happy New Year when hanging up. Happy New Year after the convo we just had? Yeah whatever lady. Get some sense before you start bumping your gums. You did absolutely nothing to help me. I'm unplugging every appliance that is gas operated and will find another way (electric, caveman creativity, just good ole ingenuity) to function without gas. I don't really care if it's inconvenient. Screw you Washington Gas. You want a survey at the end of your calls and I always hang up. Well here's your review: Work with your customers!!!!

I haven't even moved into the apartment that requires a Washington Gas account yet, and I can already see that the next year or more of dealing with this is going to be pure, unmitigated hell. As everyone else has already said, their website is a complete abomination. It astounds me that this company can provide service to such a large area and have zero regard for the necessity of a functional website. To begin with, it is impossible to create the online profile that is required to set up autopay. You can try, as I did, multiple times on multiple days for multiple weeks, and you will continuously get an error message. I emailed their help desk and their response was essentially, "Yes, sorry about that, we've been having technical difficulties. Bye." I responded with something along the lines of, "Ok so I just... don't make an online profile then?" No response. That was just the beginning. We just had service started to this apartment (which we haven't actually moved into yet), so I suspected we would have a service initiation fee of some sort. But, strangely enough, when I checked my balance online, it said $0. When I called and tried to pay my balance through the automated system, it also said it was $0. Since we don't live in the apartment yet, we haven't been getting the mail there, so I can't verify whether or not they sent a paper bill. That shouldn't matter, though, because it's 2017 and every establishment in existence is expected to have some type of virtual payment method that prevents you from having to rely on paper statements and send physical checks. Once I speak to a human, he confirms that I do indeed owe a $15 fee due in six days. Mhm. I ask him how I am supposed to go about paying that seeing as both the website and automated phone payment system think my balance is $0. After informing me that "The problem is not us, ma'am, the problem is the internet," he redirects me to... the same automated number that won't let me pay because it thinks my account balance is $0. Thanks, man! So I call again. I speak to a second person and explain the issue I'm having. She casually tells me that it's showing up as a $0 balance because I don't have an actual gas bill added to it yet. "But the $15 is still due on the 13th... and I have to pay it by the 13th?" "Yes ma'am." "Can I go ahead and do that then?" "Hold on while I redirect you to someone who can help you with that." BACK TO THE AUTOMATED PAYMENT LINE. I call a third time. I speak to a third person. I explain that this is my third time calling and that I have no way to pay the $15 balance I wouldn't even have known about if I hadn't called to ask. She tries to direct me to the automated payment line again. NOPE. NO. ABSOLUTELY NO. THAT'S NOT WORKING. "I'm sorry for the technical issues, ma'am, and I suggest you try the line again in a few hours." NO. DEFINITELY NOT. Reluctantly, she finally tells me she can accept a check over the phone and takes my bank account/routing numbers, which I'm assuming worked because she gave me a confirmation number (only after having me wait and sharing that she, too, was having "technical difficulties.") I'm 90% sure she also called me "dude" at some point during this conversation, but I can only hope I misheard her. So we're done now. I'm ready to hang up. I have supposedly (we'll find out) paid my balance. Right before saying goodbye, she chimes to me, "Remember that in the future, you can always review your balance and pay your bill online!" "Well obviously I can't, because it doesn't work-" "Have a nice day, ma'am, and let me direct you to our quick customer service survey." Kill me.

Over the course of the past 15 months, I have been told there were multiple reviews, audits, escalations of my account, and I NEVER have received proper resolution. My account has been overbilled $326.17, due to false meter readings and their inaccurate billing system. Washington gas has ignored resolving this issue. They are the worst company I have ever dealt with.

Absolutely horrible. I called after moving out of an apartment to cancel service and was told it would be canceled. Here I am 4 months later with an email saying I owe for the last months. Terrible.

Washington Gas, Your payment options are unbelievably torturous. Your website never works! And your telephone assistance is sub-par, repetitive, annoying, and unproductive. It takes 20 mins to make a payment if you're lucky and don't get hung up on for one mistaken number entered. Please upgrade your services. Sincerely. At my wits end with you!

Supposed to be here Friday evening and no showed and promised to he here Saturday and Sunday and nothing. Had to call again today to find out that they marked the service incomplete. No sheet Sherlock. They suck and all I can do it bend over. Hate this utility.