Dear PoPville: Washington Gas – Worst Ever?

Dear PoPville,

I’ve been trying to get Washington Gas to come restore my service for the past two weeks. There was an issue with the building’s account when I moved in, which meant that bills were piling up without me being aware – when I checked the account online, I saw completely different numbers. When they finally shut off the gas, I called and realized the problem, got it resolved, and scheduled someone to come turn it on. This was Thursday, the 15th, and the appointment was “between 7 and 5” on Friday, the 16th.

I’ve since gone through 5 attempts to have it turned on – the 16th, 19th, 20th, 27th, and today, the 28th. Each time I get no phone call, no sighting of their vehicle, no nothing, but each time they have some excuse: couldn’t get into the building, couldn’t find the management office, no one answered when they called, etc. I’ve taken two days off work to sit and wait for them, I’ve gotten my property manager to sit and wait, I’ve given them my manager’s cell phone, my cell phone, the password to the door, etc. For today’s visit, I suggested that they just come to my apartment, so there’s no trouble finding the right room, and I will lead them to the meters. They wouldn’t even need to call – just knock on the door. After waiting all day with no show, I call and learn that they came this afternoon, but couldn’t find the meters.

I am livid. It’s been nearly three weeks without cooking gas (and no microwave!). Each time I call, though the support staff are polite and (attempting to be) helpful, I get the same “we’ll reschedule for tomorrow” line. Only tonight, after I apologized to the poor woman on the phone for my vocal frustration, was I finally promised a call from a manager tomorrow to follow up. I have absolutely no faith that tomorrow’s attempt to restore service will be successful, and I refuse to take more time away from work, where people are starting to wonder why it takes to long to manage a simple task. My property manager is similarly angry, but there seems to be nothing I can do. The customer service line is impenetrable so far as trying to reach someone higher up. Washington Gas has a monopoly, and as a renter I have no choice in how I run my stove.