Capitol City Construction

Response as submitted to customer 1/30/17:The account is on ANCP, once the account closes the account will revert back to the owner on record. The privacy policy does not allow me to give you account information on any tenant. If your tenant is no longer in the property, you can send and email to...

the ANCP mailbox advising of such and have the account revert back to the property owner. If the tenant doesn’t call, the owner can send an email.

6801 Industrial RoadSpringfield, Virginia 22151April 5, 2016Revdex.com1411 K Street NW, 10th FloorWashington DC 20005-3404Attention:  [redacted]Re: [redacted]ID# Case id #[redacted]Dear [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for...

review.We’ve contacted the customer on March 21st and the customer advised that his issues were resolved already. Also, we made another attempt to contact the customer today to confirm if they have further concerns to discuss. However, we only got the voicemail option.For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-####.Thank you for the opportunity to review this matter for you.Sincerely, Daniel *. A[redacted]SpecialistConsumer Relations

October 11, 20171411 K St. NW, 10th FloorWashington DC 20005-3404Washington Gas Account #[redacted]Dear Revdex.com, Washington Gas is in receipt of your submission regarding gas service being disconnected in error. We would like to sincerely apologize for any inconvenience this matter...

may have caused. Our customers are very important to us and we continuously strive to provide exceptional customer service.. Upon review of this matter we see that service was reconnected at the address of [redacted], Capital Heights, MD [redacted] on October 3, 2017. You have been correctly placed on record at this address. If there were any payments made towards this account, please email a bank statement to [email protected] which shows proof of all payments made to Washington Gas. This way we can ensure all payments have been accounted for and posted to your account. This will prevent any disconnection attempts in the future due to non-payment.We appreciate the opportunity to rectify this issue. If you have any further questions or concerns, please do not hesitate to contact our customer support center at 703-750-1000 or via email at [email protected]. Thank you for allowing us to assist you with this matter and have a great day.Sincerely, Washington Gas Customer Support

May 20, 2015Dear [redacted]:The inquiry regarding the above referenced
customer was forwarded to my office for review.Upon review of the monthly net usage and payment
records, we have found out that the accumulation of bill goes back to June,
2014. The customer’s account was enrolled to the...

Budget Plan program, which
ended prematurely due to missed payments.In reference to above, this October 2013 – May
2014 (prematurely ended) Budget Plan had a total cumulative usage of $1780.90,
receiving $910.00 as total credit / payment. The deficit of $870.90 was
originally placed into a six-month payment arrangement; discussed and agreed
upon by the customer on a telephone conversation with a customer service
representative in June, 2014.Moreover, the customer’s annual usage is around
1530.7 therms and could equate—depending on natural gas and distribution rates—to
roughly $1680.00 (estimate based on past 12 month net usage of the customer).Factoring in the total credit / payment applied
to the bill, the customer would been able to satisfy the monthly usage, if
there was no Budget Plan deficit on top of it.There was an attempt made to contact the customer
in the intention of offering a better payment arrangement for the current and
outstanding balance owed. For inquiries and
follow-up, the customer can reach us thru our customer service hotline at
###-###-####.Thank you for the
opportunity to review this matter for you.Sincerely, Daniel ASpecialistConsumer Relations

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Washington gas on Feb 4th shut my gas off for 10 days demanding 2500 dollars to turn back on it was cold and my babies was in my house in the cold not only that when I pay the money they send a technican to turn me back on I had no meter to read so all the time they been estimating the bill I had the issue before where I wasn't receiving a bill until one year and a half for 2000 I was paying it but every month the new bill would add to it I had no heat and hot water for 10day with my new baby in my house I believe they were wrong to do that I need answers because 2500 dollar bill from estimate is incorrect I need to be credit for something looking forward to hearing from you.Billing Adjustment
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I called Washington Gas on 12/1 and spoke with Angel, trying to schedule an appointment to restore my service on 12/2.  I was not home at the time, because it was too cold to spend much time in my own house.  (Oddly enough, I still had to pay my mortgage.)  Angel kept repeating that I would have to go home and “make sure there was no gas at the appliances” then call back to have someone come out “within a day.”  Very frustrating, and no matter what I said, Angel interrupted me to say that I would have to go home and “make sure there was no gas at the appliances” then call back to have someone come out “within a day.” I then found a number for your contractor, who was also not customer-service friendly.  I asked how long it would take to restore service; no response.  Then when I said I could meet someone during my lunch break, I was told that I’d “have to give up a lot more than that.”  Apparently Washington Gas customers generally have NOTHING TO DO ALL DAY, which is how they can magically pay for their gas service.  I told the woman with whom I spoke that I’d called Washington Gas numerous times but they had no record of my service being stopped.  She said they’d have a record of it "after this [call]."   I scheduled service for Dec 9 at noon.  When I saw the forecast, however, and the freezing temperatures expected over the weekend, I called Washington Gas again on 12/3 to try to schedule something for the afternoon of 12/4 (while trying to adjust my work schedule so that I could be home). I called 3 times on 12/3:  First I spoke with Herman and asked for a manager.  Herman kept asking for more and more information, so he could tell me that someone would call me back “within this day.”  When I asked what that meant – by 10pm? – he just said “within this day.”  I was on hold for nearly 5 minutes, when Herman came back on and again said someone would call me back “within this day.”  He finally admitted something about “this evening.”  It was about 10:30am. I called back again, and kept asking for a manager.  I was put on hold again, for probably 20 minutes, and finally Ray/Rayn [[redacted]] came on the phone.  He said they would send someone out tomorrow but couldn’t provide any type of window shorter than 7am – 5pm.  He suggested I call back when I am at the house, and they would send someone out.  So how can Washington Gas have people available to be sent out when someone calls, but they can’t schedule someone for a timeframe shorter than “all day”???  I suspected this was more of the “within a day” scheduling, which would cover Saturday and probably run into Monday, so I said fine and arranged my schedule to be home “all day” - which was a fluke that I was even able to do so.   I was awake at 6am on 12/4, and I called Washington Gas at 7am to make sure I was still on the schedule.  Offices don’t open until 8am.  Since it was dark outside, I didn’t want someone to arrive and think no one was home and then leave – even though I had a note on the front door that I was home, so I went outside to rake leaves and do some yard work until 8am.  I called back, but the ‘closed’ recording was still on; so I called back a few minutes later.  When the rep verified that I was still on the schedule for “7am – 5pm”, I told her to please note that I was home, but she kept repeating that I should please wait patiently and someone would be there between 7am – 5pm.  I again said that I am waiting, but I don’t want someone to arrive and then leave for whatever reason, so please note that I AM HOME.  She again said that I should please wait patiently and someone would be there between 7am – 5pm.  I called again at about 12:15pm, to verify that I was still on the schedule.  Keep in mind, I was sitting inside a cold house for over 4 hours at that point, and it’s very difficult to work on a computer with gloves on.  I also could not really do much else, because I didn’t want to risk not hearing the phone or the doorbell.   Nowhere during any of these conversations did ANYONE even ACKNOWLEDGE the extreme inconvenience of having been without service since April.  Nothing personal against any of your representatives, because they are clearly trained to simply repeat useless information and not listen to anything callers say, but this is extremely poor service.  If a customer calls to say they’ve been without heat and hot water since April, well over 7 months, Washington Gas employees should not tell them to go home (to their cold house) and then call back and then wait some more.  Seriously . . . .    I was thrilled when a representative [Andre M[redacted], [redacted]] arrived at about 12:25pm on 12/4, but unfortunately no one bothered to tell him that he’d have to do meter work.  He did not have the equipment, but he actually LISTENED TO ME when I said I’d not had service since April.  He immediately called his supervisor and a Washington Gas team was sent out within an hour.  As I’ve said, I’ve already sent a note of compliment for the assistance of this team.  Had I called Washington Gas again, I’m sure it would’ve been more of the same stellar service of ignoring me and repeating the exact same useless information. If it wasn’t for the professionalism and efficiency of the team who restored my service on 12/4, I would have already called a lawyer.  I’ve already written a complimentary note regarding my experience and mailed it as well as posted it online.  It was nice to notice that your online site REQUIRES a specific appointment time before I can submit any comments, yet it was impossible for me to get a specific appointment time.  (I’m guessing that’s a way for Washington Gas to manipulate their records to show their amazing on-time service or something.)   So I didn’t have time to cancel my 12pm appointment on 12/9, but I assumed that my account had been properly noted by this point, because the female with whom I spoke on 12/1 said that Washington Gas would have a record of my lack of service.  Imagine my glee when I heard voices and metal tapping sounds in the early hours of 12/10, well before 8am (felt like 7am)!  I thought someone was out there tapping stakes into the ground covering, placed on 12/8, to repair the small sinkhole and weeds from the gas line work in April.  (Please note, again, that I was not notified of this April work in advance, nor was there any indication that I'd have to be home at the time.)  I was even more thrilled to hear (Spanish?) voices right outside my bedroom window!  They are extremely lucky I didn’t call the police.  It should’ve taken 30 seconds to see that the work had already been done, but they were out there for probably 45 minutes, if not longer - but I really don't know for sure because I was half asleep.  I'm fairly certain they left by 8:15am. Exactly what were they doing???  How are people allowed to be on my property, doing what they want to my yard/house without my knowledge or consent???  How is any of this even legal???  I also received a call later on 12/10 to schedule an appointment to restore my service.  Only more than a week after I sent my complaint to the Revdex.com.  Completely unacceptable.  So while I appreciate the effort (?) of your offer of $80 for the inconvenience, that would barely cover the time and aggravation of wasting the better part of an hour calling Washington Gas back in April.  I also had to order some ground stakes to keep the ground covering on my front lawn in place, as well as take the time to hammer them in place - and none of this is any guarantee I'll have any type of healthy lawn again and definitely not any time soon.  Thank you. 
Regards,
[redacted]

Per response forwarded 7/21/15:Credited $150 as courtesy about the inconvenience brought by the service call.

The
inquiry regarding the above referenced customer was forwarded to my
office for review.
 
We would first
like to apologize for the inconvenience we have caused the customer.
Our investigation shows in our records, the customer no longer owes
WG any unpaid balance. We made contact to...

[redacted] recalling customer’s
account, ceasing all collection actions.
 
If customer
wishes to receive a confirmation letter on top of this response,
please have the customer call the WG customer service hotline.
 
For inquiries and follow-up, the
customer can reach us thru our customer service hotline at
###-###-####.
 
Thank you for the opportunity to review
this matter for you.
 
 
Sincerely,
 
John D[redacted]

[To assist us in bringing this...

matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:I do not understand what they mean by waiving deposit.  What happen to my money that they already took from me?  I would like an audit done on my account and sent to me thru registered mailed.  I feel that I have been treated unfairly.  I still say one month I had no payment due and then all of a sudden they started over charging me with deposits. Why
Regards,
[redacted]

September 9, 20171411 K St. NW, 10th FloorWashington DC 20005-3404Washington Gas Account #[redacted]Dear Revdex.com, Washington Gas is in receipt of your submission regarding a high bill of $277.01 for a 14 day billing period. We would like to sincerely apologize for any inconvenience...

this matter may have caused. Our customers are very important to us and we continuously strive to provide exceptional customer service. Upon review of this matter, we have made corrections to each invoice from the original date of service initiation which was February 28, 2017 to the current billing cycle. All errant charges have been reversed and the security deposit of $130.00 has been waived as well as all late fees. The payments that were made to the account have been applied correctly and the account now reflects a zero ($0.00) balance. If you have any further questions or concerns, please do not hesitate to contact our customer support center at ###-###-#### or via email at [redacted]. Thank you for allowing us to assist you with this matter and have a great day.Sincerely, Washington Gas Customer Support

November 25, 20171411 K St. NW, 10th FloorWashington DC 20005-3404Washington Gas Account # [redacted]Dear Revdex.com,Washington Gas is in receipt of your submission regarding a service initiation fee assessed to an account that was not placed in your name. We would like to sincerely...

apologize for any inconvenience this matter may have caused. Our customers are very important to us and we continuously strive to provide exceptional customer service.To rectify this matter, we have credited your correct Washington Gas account #[redacted] $25.00 for this fee that was charged twice. You will see this credit reflected on your next billing statement. If you have any further questions or concerns, please do not hesitate to contact our customer support center at [redacted] or via email at [email protected]. Thank you for allowing us to assist you with this matter and have a great day.Sincerely, Washington Gas Customer Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Date: Thu, Oct 6, 2016 at 5:57 PMSubject: FW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>Customer has been placed on record. The account will be credited $50 for the inconvenience. S. Bonnie...

R[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:  The amount reflected online as being owed is not the same as what they are saying in their response as being owed. 
Regards,
[redacted]

[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Date: Mon, Sep 19, 2016 at 11:59 AMSubject: [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Good afternoon,The customer's account has successfully been un-enrolled from Ebilling and all late fees have been waived and removed from the account.Washington Gas offers a sincere apology for the...

quality of service received.

Customer's account credited $20 to settle dispute.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:I am glad that my account is being credited but where is the arbitrary $100 amount coming from?  Again, someone is not reviewing my bills, I'm just getting a generic response.  The amount that I calculated being owed is $180.00.  I already paid the $90.00 bill from August (even though I was being over-charged) because I didn't want my credit to be effected.  You are showing that I still have a balance of approximately $110.00.....again, this is because I already paid a $90.00 bill when I should have only owed about $35.00.  I am so frustrated with this whole matter and have reached out to the media to help me with issue.  This could have been resolved back in July when I initially called Washington Gas.  It is now November and I'm still waiting to have this resolved.
Regards,
[redacted]

6801 Industrial Road Springfield, Virginia 22151 December 10, 2015 Revdex.com 1411 K Street NW, 10th Floor Washington DC 20005-3404 Attention: [redacted]
  Re: [redacted] (REBUTTAL) ID# Case id # [redacted]   Dear [redacted]: The inquiry regarding the above referenced customer was forwarded to my office for review. We’ve reviewed, this time, the customer’s message thoroughly and decided to enumerate the questions/concerns and respond to each that’s deemed to be valid.   “I have called several times to have someone set up my account to view bills online” Customer service representatives (who answer phone calls) may walk the customer through setting up online access. CSRs, however, are not allowed to setup an online profile/access in behalf of the customer. This is to protect the customer’s identity and secrecy to private information, such as passwords.Based on our records, the customer established a web profile on Wednesday, May 13, 2015 at 10:39:44. Since creation date, customers may be able to view the bill (in PDF format) by (navigation) My Home > View Bill > Dropping Down Bill Date. One record shows that the customer made an attempt just recently to enroll in eBill (12/09/2015). See screenshots below. “I was "suppose" to be placed on a payment plan yet get threatening disconnect bills every month for large sums of money, despite every time I call and clear up the bill.” The customer was enrolled to a payment plan. This was the result of the customer’s request, with a down payment of $285 (check-by-phone), on 5/13/2015, which leaves them a balance of $934.20, divided into 6 months ($155.70) plus the current/regular monthly balance.The first installment ($155.70) of this 6-month payment plan was reflected on bill dated May 28, 2015, which had a current balance of $84.86 (Regular Bill 4/24/15 to 5/26/15; 32 days). This makes the bill having a total balance $240.56 due by June 17, 2015. (See screenshots of the bill below)Based on records, no payment was received on the due date, making this Payment Arrangement broken (1st strike rule). In the following month, bill dated June 26, 2015 had a current balance of $49.93 (Regular Bill 5/26/15 to 6/24/15; 29 days), the second installment ($155.70) of this 6-month payment plan, the unpaid balance of bill dated May 28, 2015 ($240.56), a late-payment charge of $1.27, and a newly assessed security deposit of $495.This totals to $942.46, which was due on 5/20/2015. (See screenshot below) With a late payment of $450 on 7/28/2015 towards this total $942.46 balance due eight days earlier, the Payment Plan/Arrangement has been broken (2nd strike rule).For details of the charges after the broken payment arrangement, please refer to the table provided on the previous letter. “…do not understand nor believe that this large amount is not due to the previous owner” Based on records, the customer is being billed based on HUD-1 presented at our Walk-in Office. According to setup service records, the customer verified their ID and proof of ownership on 02/09/2015. The first bill, dated February 19, 2015 shows as proof. (See screenshot of this bill below)Screenshot above shows that the customer is being billed from 11/13/2015 (per HUD-1) to 1/27/2015 (75 days, $804.96) – most recent meter reading on file in that month of creation.There’s a record on our system showing that the customer called-in on 3/6/2015 inquiring about their balance. She was advised to pay $300, call back once done, to have the remaining balance put into arrangement and the succeeding bills on Budget Plan.The customer did pay $310 on 3/9/2015 (via Automated Credit Card Line), however failed to call back to activate the payment arrangement.But on 3/9/2015, our records show that an electronic request (via Self-service Automated Line ###-###-####) was entered to activate the account on Budget Plan. This was successful, therefore, the bill dated 3/30/2015 reflects a $203 budget installment, masking* the actual usage of $336.07. (See the screenshot below)*Budget Installments are annual avarage per service address billed to level the payment all throughout the year. When on Budget Plan, customers are to pay the Budget Installment, rather than actual usage, thus “masking the actual usage.” “Credit my bill back for any overpayment, set up e billing, prove my bills are mine.” There’s no overpayment. Please make use of the (updated) table provided again on this letter for the customer’s convenience. Date Description Debit Credit Balance 11/13/2015 Starting Balance - - 0.00 1/27/2015 Setup bill (11/13/2015 to 1/27/15; 75 days) 779.96   779.96 2/18/2015 Service Initiation Charge 25.00   804.96 2/25/2015 Regular Bill (1/27/15 to 2/25/15; 29 days) 408.68   1213.64 2/28/2015 Late Payment Charge Assessed 19.12   1232.76 3/10/2015 Customer Payment (Credit-card)   310.00 922.76 3/26/2015 Regular Bill (2/25/15 to 3/26/15; 29 days) 336.07   1258.83 3/30/2015 Late Payment Charge Assessed 12.26   1271.09 4/22/2015 Customer Payment (Check by phone)   203.00 1068.09 4/24/2015 Regular Bill (3/26/15 to 4/24/15; 29 days) 151.09   1219.18 4/28/2015 Late Payment Charge Assessed 2.54   1221.72 5/13/2015 Customer Payment (Check by phone)   285.00 936.72 5/26/2015 Regular Bill (4/24/15 to 5/26/15; 32 days) 84.86   1021.58 6/24/2015 Regular Bill (5/26/15 to 6/24/15; 29 days) 49.93   1071.51 7/27/2015 Regular Bill (6/24/15 to 7/27/15; 33 days) 39.88   1111.39 7/28/2015 Late Payment Charge Assessed 0.75   1112.14 7/28/2015 Security Deposit Assessed 495.00   1607.14 7/28/2015 Customer Payment (Credit-card)   450.00 1157.14 8/6/2015 Customer Payment (Check by phone)   495.00 662.14 8/6/2015 Customer Payment (Check by phone)   195.06 467.08 8/24/2015 Regular Bill (7/27/15 to 8/24/15; 28 days) 34.23   501.31 9/23/2015 Regular Bill (8/24/15 to 9/23/15; 30 days) 38.64   539.95 9/25/2015 Late Payment Charge Assessed 1.02   540.97 10/22/2015 Regular Bill (9/23/15 to 10/22/15; 29 days) 93.47   634.44 10/26/2015 Late Payment Charge Assessed 0.58   635.02 11/6/2015 Customer Payment (Credit-card)   500 135.02 11/12/2015 Customer Payment (Credit-card)   135.02 0.00 11/23/2015 Regular Bill (10/22/15 to 11/23/2015; 32 days) 144.43   144.43   Our summary, analysis, and conclusion to this issue boil down to the customer’s account starting with a huge setup bill (75 days, $804.96). Because of not being able to pay in full or engage the account into payment arrangement as early as 3/9/2015, balances accumulate.We’d like to advise that the customer is still entitled to request (i.e. via phone-in to customer service hotline) a refund of $195 from their active deposit. The remaining $300 will stay as active deposit and shall be refunded pursuant to Refund Rule as stated in the previous letter. Above all, we’d like to apologize for any inconvenience that arose from this. For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-####. Thank you for the opportunity to review this matter for you. Sincerely,   Daniel *. A[redacted] Specialist Consumer Relations