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Business Profile

Natural Gas Companies

Elizabethtown Gas Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Natural Gas Companies.

Complaints

This profile includes complaints for Elizabethtown Gas Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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Elizabethtown Gas Company has 4 locations, listed below.

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    Customer Complaints Summary

    • 20 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/07/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      They have been charging ***** a month eventhough I asked prior to my install if there were any monthly charges before I started using natural gas. Very disappointed at customer service.

    • Initial Complaint

      Date:02/06/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ********* Gas company charged me an outrage amount for the month of February 2025. The bill from last month to this month is 120+ dollars differences. When I called and asked them if they actually read the meter, the customer support told me that they do zoom by the house on a specific date and offered no solutions. I know there is an inflation but that is absurd of the amount they sent me.

      Business Response

      Date: 03/12/2025

      We spoke with the customer on February 6, 2025, regarding a billing dispute. The recent increase covers the cost associated with delivering natural gas safely and reliably to our customers, including system maintenance, infrastructure improvements, and regulatory compliance. These prices are influenced by the global market conditions, and we understand the impact they can have. Energy Assistance information is available on our website,and a payment arrangement will always be available if needed in the future; *** has also offered enrollment in our Budget Billing Program.

    • Initial Complaint

      Date:01/31/2025

      Type:Sales and Advertising Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Back in September of 2016, I sent my final payment to Elizabethtown gas for my second floor meter. A month later I received a collections letter from ******* for the amount I had paid. I reached out to them via email (I have proof) and never received a response. They did not proceed with collections or communications, therefore I assumed the issue had been resolved. I am now in 2025 trying to reinstate my account for this meter and they are insisting I never paid that the $27.34 that is due, and are now stating I must prove payment to them. Well unfortunately, my bank (like most commercial Banks) does not maintain statements beyond 7 years. I am filing this complaint as well as a compliant with the *************************** for a few reasons - they lost my payment in 2016 and mistakenly sent my account to collections. They failed to resolve the issue after I informed them of it and they are now in 2025 attempting collections and withholding my access to a public utility for a charge that has long been written off and they cannot even furnish me with records. It is only $27 but it is the premise that I should not pay twice due to their negligence. Furthermore they are not following the ** statute of limitations which means they no longer have a right to collect after 6 years.

      Business Response

      Date: 03/12/2025

      We spoke with the customer on February 3, 2025, concerning a billing dispute. The customer has indicated that she previously sent in supporting documentation to demonstrate that a payment was processed. Upon review, I reached out to our Correspondence Team, who confirmed that no documentation has been received from the customer. I provided her with an email address where she can submit documentation for necessary review. The customer was advised the disputed balance will remain on the account until we receive and review the requested documentation.

      Customer Answer

      Date: 03/12/2025


      Complaint: 22884367

      I am rejecting this response because:

      Sufficient backup documentation was sent again on January 28th showing that I had reached out to Elizabethtown Gas in 2016 that my account had been paid and ******* never reached out again. 

      I also don't understand why if the supposed overdue balance from 2016 was sent to *******, it is back on my account with ********************** - but I am being told to contact ******* to resolve. This does not make any sense. 

      Please advise as I will not be able to furnish bank docs from 2016 (no bank holds payment info that long, and if the balance was overdue it was Elizabethtown Gas' responsibility to collect it in a timely fashion, not 9 years later. 

      Regards,

      ****** ********

    • Initial Complaint

      Date:09/02/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Two ***s came out to the business and asked for a payment of $800 or the service would be shut off. I told him that would be lot on us but I can pay it and what are the options for the future payments he said we would have to call in to set up a payment plan I call in on the following business day and the *** tells me she doesn't know what I'm talking there is no such thing. why be dishonest just to receive a payment. At this time I don't know if they CSR is right or the field *** as a small business we need to keep our account active.

      Business Response

      Date: 10/11/2024

      The Collection phase is kicked off when the customer is $300 past due for over 30 days or $100 past due for over 60 days. If no payment is made within 14 days of the beginning of the Collection phase, the account automatically enters the Severance phase. We do not offer payment arrangements for commercial accounts and there are no energy assistance programs that support small businesses. The customer has the option of paying 75% of the severance amount to avoid disconnection. Weve made several attempts to contact this customer and was unsuccessful. ******************** is available Monday-Friday from 7am to 8pm, **************.

    • Initial Complaint

      Date:02/02/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      no calls moving. i got my jan 30 bill 5 6 the meter moved no hot water heater since july and my bill is 49 with 21 distribution how? its always 22. dont say i used more i am going to want meter checked as within last 18 months there was 69 dollar bill i dispute. and will want checked as i empty out and leave here and reimbursed no way i used this much bill wrong ..avvt number ********** so,ething wrong. pls explain bill it mut be an error how can i have a distribution charge at that much with almost no usage what is azquisition credit

      Business Response

      Date: 02/20/2024

      I called to speak with ********************** on 2/16/2024 and 2/20/2024.Her voicemail is full, so I was unable to leave a message. If I were able to speak with her, I would advise her that the issue with her billing has been an ongoing issue since 2019. ********************** lodged a BPU complaint for the same billing issue in January 2023. I would advise ********************** that all her meter readings for her gas bills have been actual. We have advised her on many occasions that due to her persistent insinuation that there is a problem with her billing, we can exchange her meter. ********************** has agreed to the exchange; however,she always cancels the appointments. So far, at least four appointments have been canceled within the last two years. ********************** always has a reason to hold off on the meter exchange, either because of illness or because she is moving. According to our notes, she has advised us that she was moving from this premise since 2019.  I would advise her that she has two options. She can allow us to exchange her gas meter and have it checked for accuracy, or she can accept the accurate readings she is receiving and pay her bill as calculated each month, until she moves. 

    • Initial Complaint

      Date:06/05/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Another one june 1st this one either need lower amount as well willing to do 100 no shut off yet but will come #********** and need other ******************* over ********************************************************************************* as soon as possible and leave voicemail please

    • Initial Complaint

      Date:05/17/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On December 24, 2022, Skylands UU Fellowship experienced a severe leak in their meter. A technician arrived right away and temporarily plugged it stating that someone would be out in the spring to replace the pipe that was leaking. While there, he inspected our place to ensure there were no interior leaks. On or around February 20th, the entire meter was replaced. The three technicians that were there again, inspected our building and stated everything was fine. In that period of time we were charged in excess of $1500 in gas usage. Our average bill is $25 to $140 and have been for over a decade. Elizabethtown Gas states that the meter was replaced on 12/24 and therefore we used that much gas. They reimbursed us for approx. $150 for usage on 12/24 but refuse to believe us when we say that the meter was not replaced and only temporarily repaired with rags and ****. I had left a good review for the tech who I believe was **** with details of what happened that day ( 12/24 ) with the company. I asked to see the readings for the new meter during that time period if the meter was, in fact, replaced then. I was told '359'. I asked '359' what? and was told I got what I requested. Every regular member who attended on Christmas Eve of my congregation is willing to confirm that the meter was not replaced on that day.I am disturbed that they clearly doctored our records and left that thing leaking so severely for almost two months. I escalated the issue with the state utilities but they have not been much help. Sincerely, ************************* Vice President

    • Initial Complaint

      Date:03/27/2023

      Type:Service or Repair Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I'm a homeowner and on December 12, 2022 I called and shut off all of my utilities since the home was going to be vacant. ********* ******** for reasons of their own never shut off the service, even though they admit I cancelled service. A prospective tenant tried to have the utility turned on, and was told of an outstanding bill for several hundred dollars. The responses from the gas company was they did it so the pipes wont freeze and I was to make sure the gas was shut off not them. How in the world would I do that? So now they are refusing to turn on the gas for anyone going forward unless the bill they created is paid. I had zero issues with the electric company or the water company. I am only seeking to have this bill removed and more transparency from this utility company. If someone canceled service it should be cancelled with no strings attached.Home Owner: ***************************** ***************************************************************** (this is the vacant property in question) Utility Company: ********* ******** ************

      Business Response

      Date: 04/24/2023

      After leaving a message for ********************, I was able to reach him on 3/28/2023. I advised ******************** that I reviewed his account. He made a request online to stop gas service at his property in December 2022; however, the gas was left on pending his new tenant and to avoid adverse weather conditions at the property. ******************** was advised that his relative, *****************************, contacted ETG on March 22, 2023, to establish an account. We advised her that gas usage was detected at the property from December 2022 to March 2023. She presented a lease showing her move in date as 4/1/2023. ******************** advised that we should have notified him that the gas would remain on. Due to the account inactivity at the property, the gas service was shut off on March 23, 2023. ******************** contacted our Verification team and advised that she would take responsibility for the gas usage. ******************** made a payment towards the gas usage; we set up an appointment to reconnect the gas service at the property on March 29, 2023. I advised ******************** that there would be no credit issued since we were billing only gas used at the property. He understood and had no further inqui

      Customer Answer

      Date: 04/24/2023


      Complaint: 19858933

      I am rejecting this response because:

      This is the second time this has happened. The tenant paying a bill simply to appease them so she could move in. The gas company refused to turn on the tenants gas unless she paid this bill which she did not incur. 

      My issue this, if I shut off service but the gas company leaves it on how is this my bill?  They state we did it for the next tenant or weather. Well since they did that then any cost is in them.  Over the summer I was charged 30 dollars for two months it was on after the tenant shut it off.  Horrible company. 

      Regards,

      *****************************

    • Initial Complaint

      Date:03/04/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have contacted Elizabethtown Gas customer service on numerous occasions. I was a customer for 16 years before selling my **********, ** condo last year. I requested historical invoices, They sent a partial year. I once again contacted them to no avail. I was told someone would get back to me. No one has. I was able to access the account prior to the sale of my condo. Unfortunately, at that time, I did not print the invoices. Now I need those invoices. This is a simple request. EVERY other company (5) has produced the historical invoices. I am not sure what kind of company would not comply with my request. I have attempted to contact their corporate office also to no avail. Told emails cannot be sent. The only phone numbers they offer are customer service or a number for an outage. I also tried to contact SJI, the company that acquired Elizabethtown Gas - also to no avail. I would be more than happy to print the invoices myself but when I try to login to my former account I get a message that says no user found. The executives of this ********************** keep themselves well-insulated as the numbers they print are useless in getting the information I need. Extremely disconcerting to say the least. This is a timely matter as I explained to the customer reps I spoke to. I surmise customer service is not important to this ********************** as they have a monopoly on the areas in which they serve.

    • Initial Complaint

      Date:02/10/2023

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This is the worse company I ever dealt with, I bought a house on oct 1 2021, this company made me pay for a past due balance from the old owner, $950, they promised a credit will be issue, but they never did. I pay the bill, this month, they bill me $10 dollar on my bill, and when I access the account now, they change it out of nowhere to $560 dollar, they wiped out all the previous bill like they created a whole new account, so many sketchy things happening on this company, I call them, customer service does not answer the phone, send them email, same, no reply.

    Elizabethtown Gas Company is NOT a BBB Accredited Business.

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