Complaints

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.

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  11/08/22 - I paid a total of $390.00 for two PGW Parts and Labor plans for *************************************, Philadelphia PA. PGW never recorded the plans on their system and their portal showed no warranty coverage. A failure occurred with the heating system and they came in and shut off the units and refused to cover the heater. My main contention is that I paid for two warranties that were never applied to the customer accounts. When I called to verify coverage they explained the last coverage was in 2021. I have proof that i paid for coverage in 2022 and they sent me a receipt. I have a 91 year old tenant in the property now because of NO HEAT and PGW don't want to give me a diagnosis or confirm I have a plan.

  Customer Answer

  Date: 11/20/2023

  PGW called today to verify the heaters were covered but not showing up on the their portal because of a new system. I need proof in writing that I had a warranty and the maintenance plan because it isn't on their portal and I can't print it.  I also needed proof that they completed the scheduled maintenance on the 1st floor heater on 10/31/23.  They will only confirm this information verbally and refuse to put it in writing.  My other warranty company won't cover because I don't have proof of what maintenance they completed on 10/31/23. 

  I wanted to let you know that as of today I just need PGW to complete 4 things in writing in their letterhead:  
  
  1.  Confirm that I paid for a customized warranty that included maintenance.  
  
  2.  Confirm they completed the maintenance on 10/31/23. 
  
  3.  Describe or list the maintenance that was performed on that day.  
  
  4.  List the part that failed.  They had said it was the Circulation Pump.  
  
  This should not be a huge task if my property was covered and they performed the maintenance as they stated.  This can be all in a one page letter and emailed or mailed to me at *****************
  
  Time is of the essence so I prefer the email.  Please remember I have a 91 year old without heat for the last two weeks.  If PGW would have supplied this information I would have had this resolved over a week ago. 
  

  
  

  Business Response

  Date: 11/24/2023

  Good Morning,

  Please see attached.
  
  Thank you.

  Customer Answer

  Date: 11/30/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  Please see the completed consent form   I was not sure which agency I was supposed to put in the authorization so I put both      I am happy to redo this form if necessary     Thank you  
  
  I am not satisfied with the letter that PGW sent  it is incomplete and without an explanation     PGW are big bullies and refuse to treat customers as customers    They never delivered on the warranty properly     It wasn't recorded in their system and several times they told me it didn't exist     I want my money back    Since they can't explain how they serviced the unit in writing I want a refund for the new and old contract    I am going with a new company     They don't have a good command of the truth and they continuously jerk customers around in hopes the customer will just walk away in frustration  
  

  
  

  Regards,
  
  *********************** ********
  

• Initial Complaint

  Date:11/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased a property at ********************************, Phila Pa *****. Philadelphia Gas works were sanding the bills to the property which was unattended for 6 month. I received the letter from the collector, ********************** that I am in Collection despite the fact that I did not have a single bill in front of my eyes. (Account # ******** with ***********************) Immediately upon receipt of the delinquency notice, I paid the account in FULL. Regardless of this, I was reported to the Credit Bureaus and my credit score dropped over the 100 points. I would like PGW to rescind the information submitted since I never had a chance to even learn about the outstanding debt and I paid in full upon learing about it

  Business Response

  Date: 11/17/2023

  November 17, 2023

  Dear *** *******,
  

  I am writing in response to your November 03, 2023 correspondence regarding the referenced complaint.

  The Philadelphia Gas Works (PGW) will review the details of the complaint and attempt to reach a resolution. Due to the sensitive nature and confidential information contained within the
  complaint, PGW will reach out directly to the customer.

  If there are any further questions or concerns, please feel free to contact me.
  

  Sincerely,

  Customer Review Unit

  Customer Answer

  Date: 11/17/2023

  [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: ********
  
  I am rejecting this response because:

  The representative for Philadelphia Gas Works failed to provide the explanation why bills were not sent to desired billing address and resulted in bills not being attended to
  The representative of Philadelphia Gas Works failed to acknowledge that once I learned about the outstanding balance, I paid the balance in full in order to attempt to resolve the misunderstanding.
  The representative of Philadelphia Gas Works showed no desire to learn about the situation not produced any attempts to try to resolve it

  The only impression I got is the ill will of the representative of PGW towards me and a complete lack of desire to reach any kind of resolution.

  Regards,
  
  *****************************

  Business Response

  Date: 11/20/2023

  November 20, 2023
  
  

  Dear *** *******,
  

  I am writing in response to your November 17, 2023 correspondence regarding the referenced complaint.
  

  The Philadelphia Gas Works (PGW) will review the details of the complaint and attempt to reach a resolution. Due to the sensitive nature and confidential information contained within the
  complaint, PGW will reach out directly to the customer.
  

  If there are any further questions or concerns, please feel free to contact me.
  

  Sincerely,

  Customer Review Unit
  

• Initial Complaint

  Date:09/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 owed a balance to PGW. On Wednesday August 30, 2023, I called PGW and spoke to a representative who advised that my service was scheduled to be turned off. The service was not turned off and I asked can I enter into a payment arrangement to keep the service on. The rep stated I needed to pay $165.00 and $42.00 dollars each month after. The representative advised that my service was no longer scheduled for shut off. Later on in the day, I checked my stove, and the gas was off. I called the representative who apologized and stated a technician would be out by 8 pm to turn it back on. . The rep advised she could not schedule a technician because the system does not show the gas has been shut off.The Technician never came the night and me and my son waited around for hours. On August 31, 2023, I spoke to a representative who stated she never saw an appointment in the system, and it was never scheduled to be turned on. I requested a manager and manager who resides and works remotely from New York stated a technician will definitely be coming by 8am-12pm on September 1, 2023. I called PGW at 10,30 am today and he advised the appointment was cancelled and a manager will call me back in 10 minutes. I called back in 20 minutes and spoke to representative **** who stated the manager will call me back in the order of the que. I asked to speak to a manager immediately and she hung up on me intentionally.

  Customer Answer

  Date: 09/03/2023

  On September 1st, I spoke to Manager ******. The manager was condescending and sarcastic. She advised that a technician will now be available to come on Sunday 8am-12. I advised I could not go through the weekend without gas , the manager said she would call back to let me know if there was a cancellation.  She also advised she would call back regardless to tell me the status  I did  not recieve a call back from her.

  Customer Answer

  Date: 09/03/2023

  After waiting from 8am-12pm as manager ****** confirmed the technician would be out, It is 12.19 pm and the technician never called nor stop by. My door has been wide open and me and my son have not been nowhere but the living room next to the door waiting for the technician arrival.  The gas company will not be open until Tuesday. I offically will be going a week without service after 3 no call no show appointments stating they will turn it back on.

  Business Response

  Date: 09/22/2023

  September 22, 2023

  Dear *** *******,
  

  I am writing in response to your September 19, 2023 correspondence regarding the referenced complaint.
  

  The nature of the complaint was being investigated through an informal complaint filed with the Pennsylvania Public Utility Commission, at BCS #*******. The Philadelphia Gas Works
  (PGW) has received written notification of the Commission’s decision. The customer will also be notified of the Commission’s decision in writing regarding the matter.
  

  If there are any further questions or concerns, please feel free to contact me.
  

  Sincerely,

  Customer Review Unit

• Initial Complaint

  Date:08/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We recieved a hand delivered mail in our mailbox 8/25 stating our gas would be shut off 8/27 for failure to schedule a meter exchange. We had not received any prior coorespondence from PGW despite reciving a bill via mail every month and having an online account. Thankfully we were home and called. They were unable to expalin why this was done last minute in a threatening manner over a weekend. We scheduled an appt for the following tuesday, today 8/29 and went out of our way to arrange for someone to be here. We were told the appt would be ****. No one arrived. I called today and spoke w/ a representive who was quite condescending. She stated the appt was 12-4 and the technician was probably caught up with something else. Now we have to cancel plans and wait. I would like to know why no attempt was made to contact us in any of the many ways that they could have before threatening to cut off our gas service on a friday for a monday and why we were told the wrong time. I wish I could switch gas companies but that is unfortunately not an option.I am just glad our gas still works! What if we had been traveling??

  Business Response

  Date: 08/31/2023

  August 31, 2023
  

  Dear *** *******,
  

  I am writing in response to your August 29, 2023 correspondence regarding the referenced complaint.

  The Philadelphia Gas Works (PGW) will review the details of the complaint and attempt to reach a resolution. Due to the sensitive nature and confidential information contained within the complaint, PGW will reach out directly to the customer.
  

  If there are any further questions or concerns, please feel free to contact me.
  

  Sincerely,

  Customer Review Unit

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  PGWORKS keeps canceling payments on their end WITHOUT NOTIFICATION then inconveniences customers by adding it to their bill after it was already printed. Payment was made on 08/14/23 yet their representative stated payment was cancelled on 08/22/23. Why does it take 7 whole days to process a transaction when their website states a different timeframe?? Then there was NO notification sent about these “cancellations” until I went to pay and was advised I’ve been set up for cash only payments. I have a transaction ID for the payment and everything yet I am just finding out on 08/28/2023 that the payment was cancelled on 08/22/2023. I am beyond tired of dealing with this janky company who likes getting over on their customers.

  Business Response

  Date: 08/31/2023

  August 31, 2023

  Dear *** *******,
  

  I am writing in response to your August 28, 2023 correspondence regarding the referenced complaint.
  

  The Philadelphia Gas Works (PGW) will review the details of the complaint and attempt to reach a resolution. Due to the sensitive nature and confidential information contained within the complaint, PGW will reach out directly to the customer.
  

  If there are any further questions or concerns, please feel free to contact me.
  

  Sincerely,
   
  Customer Review Unit

• Initial Complaint

  Date:08/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Sent in documents for an identity theft case and they havent removes it from my credit

  Business Response

  Date: 08/18/2023

  August 18, 2023

  Dear *** *******,
  

  I am writing in response to your August 17, 2023 correspondence regarding the referenced complaint.
  

  The Philadelphia Gas Works (PGW) will review the details of the complaint and attempt to reach a resolution. Due to the sensitive nature and confidential information contained within the complaint, PGW will reach out directly to the customer.
  

  If there are any further questions or concerns, please feel free to contact me.
  

  Sincerely,
   
  Customer Review Unit

• Initial Complaint

  Date:08/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 tried several times, though not recently to change the gas bill in my house to my name. It was previously in my boyfriend's name and he has passed away. I made several calls initially and was even once given an account number ( which I was later told was invalid). I am out of work and awaiting disabilty. My gas was turned off 2 years ago, despite my actions to prevent such actions. I explained this to PGW. I was applying for assitance, but assistance was denied because the bill is not in my name. Today I walked out of my house to see my front lawn being dug up. Apparently they were abondoning services. I had no recent communication from PGW. I am embarrassed and furious. I just don't understand, nor do I know how to get help. This is not right.

  Customer Answer

  Date: 08/11/2023

  Yes, I am owner

  Business Response

  Date: 08/18/2023

  August 18, 2023

  Dear *** *******,
  

  I am writing in response to your August 11, 2023 correspondence regarding the referenced complaint.
  

  The Philadelphia Gas Works (PGW) will review the details of the complaint and attempt to reach a resolution. Due to the sensitive nature and confidential information contained within the complaint, PGW will reach out directly to the customer.
  

  If there are any further questions or concerns, please feel free to contact me.
  

  Sincerely,
   
  Customer Review Unit

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  So today on 7/26/23 my gas was shut off for a balance of 234$ which is ridiculous , I was never sent any warning in the mail or on any of my recent bills stating there will be a disruption in service if I didn't pay my balance. So I went online to pay the bill and instead of it being 234.00 like the shut off paper stated today , I go online and its 343$ I pay that thinking my gas will get turned right back on, nope I talk to a customer service representative and she stated I have to pay another 124$ for a reconnection fee in order for them to come out and hook me back up and I needed to be home. I was not home when they shut me off . This is unethical business practices and shady dealings.

  Business Response

  Date: 07/31/2023

  July 31, 2023

  Dear *** *******,
  

  I am writing in response to your July 26, 2023 correspondence regarding the referenced complaint.
  

  The Philadelphia Gas Works (PGW) will review the details of the complaint and attempt to reach a resolution. Due to the sensitive nature and confidential information contained within the complaint, PGW will reach out directly to the customer.

  If there are any further questions or concerns, please feel free to contact me.
  

  Sincerely,

  Customer Review Unit

  Customer Answer

  Date: 07/31/2023

  [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: ********
  
  I am rejecting this response because: I have yet to hear from pgw regarding this issue. Nor was there a resolution.
  
  Regards,
  
  ********* ******
  

• Initial Complaint

  Date:07/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 submitted a payment of $153 in April 2023 for my gas bill which their system cancelled for whatever reason, and I was NOT notified of a “bad check”. May 2023 - my bill was printed without any indication of a past due amount from April so I paid accordingly. In fact there was a credit balance of $153 on the May bill, but come June I now owe $236 because it’s the $153+$63 due to the payment not being received in April. I called about this May 31st asking to speak w/a supervisor who was suppose to call me within 24-48 hours. Did anyone call? No, so I called again and was told the same thing about a callback. It is now June and did I receive a callback? No! Now my bill is $277 and I am getting threatened for shut off on 07/13 because their system is janky and always has been since I opened an account in 2019. Not to mention I called my bank and verified there was no indication of a payment being attempted in April since one of the reps said “bad check” indicated money was attempted to be withdrawn, but there wasn’t enough money in the account. Mind you I have 0 emails from PGW advising of a bad check, and this after they double charged me in March because of their janky online system once again. I am not paying anything until I speak with a supervisor, only thing I received was a $16 bad check waiver, and I wonder why?? Because my check was never a bad check!

  Business Response

  Date: 07/24/2023

  July 7, 2023

  Dear *** *******,
  

  I am writing in response to your July 7, 2023 correspondence regarding the referenced complaint.
  

  The Philadelphia Gas Works (PGW) will review the details of the complaint and attempt to reach a resolution. Due to the sensitive nature and confidential information contained within the complaint, PGW will reach out directly to the customer.

  If there are any further questions or concerns, please feel free to contact me.

  Sincerely

  Customer Review Unit

• Initial Complaint

  Date:06/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Good day my name is ***************************** My address is ***********************, Philadphia PA *****. On June 22nd have contacted PGW emergency line because I was smelling gas, they dispatch someone to come out, when the gentleman arrived, I advise him that we just change the water heater, he told us that the person who install the water heater did not put in the union on the gas line or toghten the valve, he told me he would tighten it. However he need me to have the contractor come back out and look at it, I have the contractor came out, upon the arrival of the contractor he realized the gas line was off.Have contacted PGW and speak with Miss *** she told me ots after hours, I advise her that am trying to cook dinner and take a shower can she escalate it she told me ok, this was about after 6pm, have waited until 8:15pm have gotten no call back, have contacted the company again she answer the phone I ask her if someone going to be contacting me and she told me ot tonight, I told her I need the gas to make dinner, she said there is nothing she can do, I ask her if I had a gas emergency would someone came out she said yes, I ask her can I speak with someone else who maybe can help she told me no and hangup the phone on me. I call back in and ****** answer the phone he ask what was my emergency after I explain to him and ask him can he tell me who I speak to early he said no and he will of to hang up the phone to deal with real emergency he then hang up on me. Have been with PGW for years and this is the way they going to treat there customers. I have no gas to cook or take a shower because the water is cold, I need someone to address this issue, this is not the way you treat your customer. Have paid my bills monthly and have been a loyal customer for many years now.

  Business Response

  Date: 06/30/2023

  June 30, 2023

  Dear *** *******,

  I am writing in response to your June 23, 2023 correspondence regarding the referenced complaint.
  

  The Philadelphia Gas Works (PGW) will review the details of the complaint and attempt to reach a resolution. Due to the sensitive nature and confidential information contained within the complaint, PGW will reach out directly to the customer.
  

  If there are any further questions or concerns, please feel free to contact me.
  

  Sincerely,

  Customer Review Unit