Capitol City Construction

December 2, K StNW, 10th FloorWashington DC 20005-3404Washington Gas Account # [redacted] Dear Revdex.com Your recent inquiry regarding the service initiation fee assessed to the referenced account has been forwarded to our office Upon review of this matter, this customer occupied the address of [redacted] NW # [redacted] before the gas service was initiated on November 7, The customer never notified Washington Gas to place service in their nameThe service initiation fee is assessed when a customer establishes service with Washington Gas, either by opening an entirely new account or by transferring an existing account into his/her own nameIn order to ensure equitable treatment of all customers, our governing regulation and procedures provide no conditions as a basis for waiver of this charge.The Service Initiation Fee is aligned within our regulated tariff, which can be found at our web site at www.washingtongas.com.Thank you for the opportunity to explain our policiesIf you have any further questions or concerns do not hesitate to contact us at ###-###-#### or by email at [redacted] .Sincerely, Washington Gas Customer Support

Dear Revdex.com, Washington Gas is in receipt of your submission regarding misapplied payments totaling to the amount of $We would like to sincerely apologize for any inconvenience this matter may have causedOur customers are very important to us and we continuously strive to provide exceptional customer serviceUpon review of the records on the account, we have confirmed that a refund for $was applied to the account referenced above on June 19, You can find confirmation of this applied refund on the most recent billing invoice rendered on June 20, Due to this inconvenience, we have waived all late fees assessed to this accountAdditionally, as a courtesy, we have provided a credit of $to bring the account to a zero balance If you have any further questions or concerns, please do not hesitate to contact our customer support center at [redacted] 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

June 13, K StNW, 10th FloorWashington DC 20005-3404Washington Gas Account # [redacted] Dear Revdex.com, Washington Gas is in receipt of your submission regarding a misapplied payment in the amount of $ We would like to sincerely apologize for any inconvenience this matter may have causedOur customers are very important to us and we continuously strive to provide exceptional customer service Upon review of the records on the account, a refund in the amount of $was sent via check on April 25, to the mailing address of [redacted] **, Springdale, MD ***The reason this amount varies from the original payment of $is due to $that was already applied to gas consumption chargesOnce again we would like to sincerely apologize for this inconvenienceIf you have any further questions or concerns, please do not hesitate to contact our customer support center at ###-###-#### or via email at [email protected] you for allowing us to assist you with this matter and have a great day.Sincerely, Washington Gas Customer Support

[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, C [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]

October 26, 2015Dear [redacted] :The inquiry regarding the above referenced customer was forwarded to my office for reviewWe made contact with the customer after several attempts and apologized for the trouble the issue has caused herWe have advised that the desired outcome/settlement has been addressed with the back-end system being resolved and recommended to wait for the launch of our new and improved website for plans of registration to any planThe customer’s account has been refreshed from having records of late payments within the affected period and late payment fees have been taken offFor 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, Isaiah *S.SpecialistConsumer Relations

Date: Thu, Oct 6, 2016 at 3:28 PMSubject: FW: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] .To: [redacted] < [redacted] @mybbb.org>Good afternoon, Per response submitted to MD PSC on 8/26/16: $20.00 RETURNED CHECK FEE &... $.30 LATE FEE WERE WAIVED. S. Bonnie R***

October 11, K StNW, 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 errorWe would like to sincerely apologize for any inconvenience this matter may have causedOur customers are very important to us and we continuously strive to provide exceptional customer serviceUpon review of this matter we see that service was reconnected at the address of [redacted] **, Capital Heights, MD [redacted] on October 3, You have been correctly placed on record at this addressIf 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 GasThis way we can ensure all payments have been accounted for and posted to your accountThis will prevent any disconnection attempts in the future due to non-payment.We appreciate the opportunity to rectify this issueIf you have any further questions or concerns, please do not hesitate to contact our customer support center at 703-750-or via email at [email protected] you for allowing us to assist you with this matter and have a great day.Sincerely, Washington Gas Customer Support

[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 meThank you so much for your help Warm regards and thanks, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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 $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 $ I already paid the $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 $bill when I should have only owed about $ 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] ***

Date: Mon, Nov 20, at 10:AMSubject: FW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: *** *** Good morning, This customer’s complaint was received internally from the executives at Washington
GasBelow is the resolution of the customer’s issuePlease let me know if you need additional informationHave a great day. SBonnie F*

February 11, K StNW, 10th FloorWashington DC 20005-3404Washington Gas Account # ***Dear Revdex.com Your recent inquiry regarding adjusting the referenced account above for the $deposit has been forwarded to our officeWe have submitted a request to have this
deposit removed from the account balancePlease allow one billing cycle for this correction to be reflected on the billing invoiceOnce this charge has been removed, it will also adjust the requested installment plan accordingly to not include this $We sincerely apologize for the previous customer service receivedHowever, thank you for bringing this matter to our attention and have a great day. Sincerely, Washington Gas Customer Support

Please find the company's response below as provided to MD PSC:
WASHINGTON GAS SUMMARY OF INVESTIGATION: The
customer contacted Washington Gas 4/30/to start an account as of 5/5/A
system error caused a delay in the new account creation process which delayed
the customer’s billingThe error was corrected November 2014; the customer’s
first bill was issued 11/19/with a total due of $1,The customer
placed the account on the Budget Plan 11/24/14, via a phone automated
request; the installment was set at $A month pay arrangement was agreed
upon after a payment of $was received
CONCLUSION /
RESOLUTION: The pay arrangement was
canceled with the June bill due to the installments becoming two months past
dueAlthough the customer has been making monthly payments, they did not
cover the total amounts due each monthWashington Gas will waive the late
fee charged in November for $and credit the account $for the
inconvenience caused by the system errorThe current balance due totals
$1234.41; the total after the credits total $Pay arrangements are
available for the customer if needed to pay the adjusted balanceIt is
suggested the customer restart the Budget Plan with the November billing to
assist with the Winter bills and spread the charges out over the following
year’s summer bills
7/17/
Complaint
I moved out of my apartment located at *** *** *** ** ***, Springfield VA *** on 3/24/
One or two days prior to move out, I notified Washington Gas to end service and terminate my accountAt the time, they mentioned that they earliest they could close service was on 3/26/I
notified the leasing office and agent to add notes that they should contact the leasing office for details and access to premiseI assumed the account was closed and finished paying March payments
Recently I've noticed Washington Gas continuously billing me for simply keeping an account open of and I notified Washington Gas about the billing errors, and waited for a response
They recently sent a physical letter stating that, someone(not me) cancelled the service termination just prior to doing the service and did not reschedule the serviceI can only assume that the technician couldn't access the premise, nor contact leasing office, and cancelled the terminationWashington Gas continues to bill me, and asks me to schedule another service termination, even though I don't live there and I do not have access to premise
I anticipate they will continue to charge me in June, July, and August as well
Desired Resolution
Terminate service as I have requested, and refund the bills they keep billing me for
Consumer Business Dialog

Date: Tue, Sep 13, at 12:PMSubject: FW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: *** *** This customer was contacted by the Consumer Service directly to discuss her issuePlease find details
below.From: ***@***.com [mailto:***@***.com]Sent: Monday, August 01, 9:PMTo: *** ***Subject: Re: Washington Gas - *** Thanks, RubenI really appreciate receiving the bills and I'm hoping this whole snafu gets worked out soon(I'm sure it's not pleasant for you all dealing with it, either.) *** On Monday, August 1, 3:PM, "*** ***" wrote: ***, We apologize for inconvenience caused by the billing issues you have experiencedWe are committed to resolving these issues and assure you that you will not be assessed any late fees nor will your service be discontinuedPlease disregard the discontinuance notice. As you will see, the attached bill shows a balanced of $Please do not pay that amountYou were assessed $in late fees which have been waivedWe also waived the balance that was brought forward $The credits will process by this Wednesday 8/3/16. Your remaining balance, $25.68, is for your most recent monthly gas usageWe recommend make your payment via credit or debit card by calling ###-###-####. We are experiencing technical issues on our eService portal regarding our eBill and AutoPay functionalityWe are close to resolving these issues and will let you know when a solution has been successfully deployedIn the meantime, we encourage you to actively monitor your accounteservice.washgas.com. Again, please accept our apologies and feel free to contact me directly by email or phone if you have any additional questions or issues regarding your account. -Ruben Ruben R***Director - Customer Experience & Communications*** *** *** SBonnie R***

The customer's account will be credited $

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Dear *** *** ***,Complaint #*** 12/12/2015In reference to my complaint to the Revdex.com #*** on 12/03/2015, MrDaniel from the Washington Gas Company left a voicemail on 12/09/I returned the message to MrCharles (Mr, Daniel was not available), he told me that they will start sending the bill next month and there is some errors in my account preventing them from sending the monthly bill and the electronic statementMrCharles added that I should receive the bill on January of His explanation was not clear to me.MrDaniel called on 12/10/15, he said there was an error when my account was converted from the blanket agreement on December The gas company made a mistake on the way I was billed and I was only billed for the distribution chargesMrDaniel said I should be billed also for the gas price or (commodity), according to himThey will make the necessary adjustment and I will be only paying for the last months instead of the yearsThey will create a new account and I should receive the final bill after weeksThe gas company will credited my account for what I paid during these yearsMrDaniel told me the gas company will work with me on a payment plan if requestedI did not commit to any resolution till I see and review their final proposalIt is important to note that any error(s) was made, it is solely due to the failure of the gas company.I have to point out that during the mentioned years I was paying my bills regularly as it appeared on my online accountEqually important I would like to mention that the Washington Gas Company is only trying to resolve this issue after my recent contact with the Revdex.com despite my repeated efforts during these two years.V/r*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The gentleman who attempted to fix the error, actually made the situation worse. Since the bill was over the usual ACH limit, when he tried to bill me, I was sent an error email. I received the email just after he called my cell phone(but it went to voicemail since it was turned off). I had to call customer service and speak to a representative and a supervisor. They have made the same assurances as in the past, but they will not know if the ACH payment will go through correctly until June. I will be credited the late fees and they assure me my gas won't be shut off, but I have received no answer to whether the company has fixed their inherent problems with the entire billing system, or with the errors in the charitable contribution section. the company is very bad about what actions they are taking to remedy this issue
Regards,
*** ***

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

November 10, K StNW, 10th FloorWashington DC 20005-3404Washington Gas Account # ***Dear Revdex.com Your recent inquiry regarding a security deposit assessed on the account has been forwarded to our officeWashington Gas would like to sincerely apologize for the
technical glitch with our auto pay service that resulted in this deposit being requestedDue to this erroneous request, we have refunded the deposit of $This refund will appear as a credit on the upcoming billing invoiceOnce this credit posts to the account, we will be glad to issue this refund via check per your requestThis credit can also remain on the account and future usage charges will be deducted from this creditPlease contact our customer service line at 703-750-and a customer service representative will be glad to issue this refund. Thank you for bringing this matter to our attention and we look forward to regaining your confidence.Sincerely, Washington Gas Customer Support

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***