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Business Profile

City Government

Philadelphia Gas Works

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in City Government.

Complaints

Customer Complaints Summary

  • 75 total complaints in the last 3 years.
  • 18 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:06/21/2022

    Type:Billing 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.
    PGw is stating that I owe a bill from 2014 Where I resided at ************* I moved and told them to shut off the service they did not now they say I owe the money all I'm trying to do is get a payment arrangement I have a sick Babie in the house they will not allow me to use medical emergency form I need help..

    Business Response

    Date: 06/23/2022

    June 23, 2022

    Dear *** *******, 

    I am writing in response to your June 22, 2022 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, 
    Ms. Jessica G.

  • Initial Complaint

    Date:06/17/2022

    Type:Billing 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.
    Around November 2021 pgw began charging a weather normalization fee. In reviewing my bills, they were all plus or minus within $5 of my bill amount until this month. My current invoice lists a fee of $146, which is 200% of my actual usage bill (current invoice is $215, $146 due to said fee). In looking online, this is happening across the entire city with no warning. 200% is an extremely excessive amount, when I (and presumably most of the city) is surviving paycheck to paycheck in this economy. It is simply unfair.

    Business Response

    Date: 06/24/2022

    June 24, 2022

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

    I am writing in response to your June 21, 2022 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,

    Ms. Adrian P******

    Customer Review Unit

Philadelphia Gas Works is NOT a BBB Accredited Business.

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