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:01/30/2025

  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 have not received a monthly bill/statement in almost a year. The last one I received was for February 2024 and I paid it in March 2024 I have called numerous times since May of 2024 and was told I would be getting a bill in a few weeks. I received an email in November 2024 about the billing system update impacting customers and that a bill would be sent out ****. We are now going on 2 months from then and I still do not have an bill. However I am getting emails weekly about my usage? but nothing about my bill.

  Business Response

  Date: 02/03/2025

  The company confirms receipt of the complaint. The complaint has been referred to the company's ****************** for further investigation and to make contact with the customer within ********. 

  Business Response

  Date: 02/08/2025

  The company attempted to contact the customer; however, the customer was unable to be reached and a voicemail was left. The company has corrected the customer's account and the account has been billed to current. 

• Initial Complaint

  Date:01/21/2025

  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 have been a new **** customer since June 2024. It is now January 2025 and I have yet to get a bill from ****. I have called them numerous time about not having a bill for seven months. They have told me its because we have a new system. Meanwhile, all my neighbors, friends and family are getting their bill on time.. as I sit here and wait untilwhen they do decide to send me a bill I will be backed up for 12 months of accumulated bills I have also beentold that I could be put on a payment plan but being put on a payment plan not only would it be a lump sum but the upcoming bills will be coming as well. I am so frustrated that for seven months I cant get a bill from ****. I tried speaking to a supervisor. I was told that Icant speak to a supervisor because they will give me the same information. I dont understand ,Why can I get a monthly bill from my electrical company so I can do my civil duty and pay it on time. Never in my entire life have I heard of a customer begging a ********************** to send them a bill. I have attached a photo of a bill that I received in January 2025 for June and July, meanwhile I do not have August September October November, December, and this current January bill.

  Business Response

  Date: 01/22/2025

  ******** *******,

  Please provide your complete address and/or your account number so the ********************** is able to address your concerns.

  Best,

   

  *****

   

• Initial Complaint

  Date:01/20/2025

  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.

  **** has not sent me a bill, either email or US mail since 9/24/24. I have called them and asked them to send me a bill but still have not received one. They say it is a problem with their system. I have continue to send money to Peco but I just guess at how much I owe. Can you help me fiine out how much I owe? Thank You.

  Business Response

  Date: 01/22/2025

  GOOD MORNING

  THIS HAS BEEN REFERRED TO OUR BILLING GROUP WHO WILL CONTACT THE CUSTOMER AND REVIEW AND

  FIX THE CUSTOMER ISSUES.

• Initial Complaint

  Date:01/19/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 currently have solar panels and have been getting billed for usage but have no access to my statements but keep getting text messages for the amount owed. I have contacted customer service numerous times with no answers. They keep telling me that there are issues with my online account and they are not sure how long it will take to fix it. I have sent them a request online and still no information. They want me to pay a bill that I can't see and why am I getting billed when I know I have credits for solar.

  Business Response

  Date: 03/19/2025

  THERE is a defect currently it has been referred to our e-channels group to try and resolve.
  
  Thank you

  Customer Answer

  Date: 03/19/2025

  [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: 22831482
  
  I am rejecting this response because: This has been an issue now since November and have been getting the same response from everyone that they know there is an issue and they are working on it. Just last Thursday I was told by **** that they are aware of an issue. But I keep getting text messages for a higher amount. It is currently up too ****** a jump from last month of ******. I still have no access to any of my history or bill. How long is this going to take to fix my account?    
  
  
  Regards,
  
  **** *******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/27/2025

  GOOD AFTERNOON

  WE HAVE NOT RECEIVED A RESPONSE BACK YET FOR THE FIX. SO THIS HAS BEEN ESCALATED AGAIN

  Business Response

  Date: 03/27/2025

  customer relations-

  the issues was reviewed and the customers on line account should be up and running now and okay. 

  Customer Answer

  Date: 03/28/2025

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** *******
  
  

• Initial Complaint

  Date:01/15/2025

  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 HAVEN'T RECEIVED MY BILL BECAUSE PECO IS HAVING BILLING ISSUES WHICH IS ALWAYS DUE ON JANUARY 7TH. I DO NOT WANT TO BE SLAMMED WITH A $500/$1,000 BILL BECAUSE PECO HAS BILLING ISSUES!!

  Business Response

  Date: 02/03/2025

  GOO MORNING

  THIS HAS BEEN REFERRED TO OUR BILLING GROUP TO CONTACT THE CUSTOMER TO ADDRESS HER BILLING ISSUES. 

  THANK YOU

• Initial Complaint

  Date:01/15/2025

  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 have been contacting ****'s **************** Team since OCTOBER 2024 to dispute a duplicate payment made on 10/3/2024. Two duplicate payments of $336.65 were processed on 10/02/2024 and 10/03/2024 Duplicate payment from 10/3/2024 was added to the account as a credit Contacted PECO **************** team to return the credit and MAIL A CHECK TO MY HOME ADDRESS 10/15/2024: **************** contacted us and sent email notification informing of rejected attempted deposit from PECO 10/22/2024: Contacted PECO **************** team again to inform them the bank rejected the deposit and to send a check. **************** representative said the refund check would be RECEIVED IN 5-10 BUSINESS DAYS.11/22/2024: Contacted **************** team again because no check was received, customer service *** said there were no notes in the account indicating the refund check was mailed out, and they will process the check 12/3/2024: NO CHECK- Contacted **************** team again and *** (Shima) said THE REFUND CHECK TAKES 5-10 BUSINESS DAYS TO PROCESS INTERNALLY before they mail it out, was told that check should be mailed out in 5-10 BUSINESS DAYS 1/6/2024: NO CHECK- Contacted **************** team again and informed Rep ********* that I no longer want the check because it is taking too long and that I want a credit returned to the account if I can't get a check. I asked if there was a way to send supporting documents to SHOW THE BANK REJECTED PAYMENT and was told there was no email and that a supervisor would call me to follow up. 1/15/2024: NO CALL RECEIVED FROM SUPERVISOR, contacted **************** team again and spoke to Rep ******** and informed me that an investigation needs to be initiated and I need to send supporting documents to the investigation email, and Supervisor will call me. I need a supervisor to call me and a credit of $336.65 returned to my **** account immediately because this has not been resolved for 4 MONTHS.

  Business Response

  Date: 01/16/2025

  Mr. ****,

  Company records reflect that you filed a *** case. The *** supersedes all other avenues. A representative will investigate your account and once a decision has been made, the *** will contact you with the final decision. Thanks

  Customer Answer

  Date: 01/22/2025

  [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: 22813625
  
  I am rejecting this response because: 

  I have not received a response to the *** complaint, nor have I received a response from a **** representative. My bill has not been updated since January 7, 2025 and no note about the credit. This HAS NOT BEEN RESOLVED since I do not see a credit to my account. 
  
  Regards,
  
  **** ****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:01/14/2025

  Type:Customer Service 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 am complaining about an issue where my information was stolen and used to change my electricity supplier without my knowledge or consent. I complained to **** about this issue. The representative never confirmed my information on my account and I find out months later that my email information was changed. I have had the same account for over 15 years and now I am experiencing concerns about how **** is handling this problem.

  Business Response

  Date: 02/03/2025

  GOOD MORNING

  THIS WILL BE ADDRESSED BY OUR CARE CENTER AND HAS BEEN REFERRED THERE THIS MORNING TO CONTACT THE CUSTOMER. THANK YOU 

• Initial Complaint

  Date:01/13/2025

  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 had a new furnace put in by Precision Air on 9/4/24 and received a rebate of $600 and $250. because of that. I mailed my rebate application on Sept 8, 2024. It said get check within 4-6 weeks. called them on 11/18/24 and was told check was mailed on 11/08/24. On 11/18/24 called and they said 2-3 wks. Called 12/5/24 told takes 6 wks.and will get after Christmas. Called 1/9/25..asked to speak tp a supervisor and he said she will call me today or the next day. NO ONE CALLED. i WANT MY MONEY..please help me.

  Business Response

  Date: 01/31/2025

  GOOD MORNING

  THIS HAS BEEN REFERRED TO OUR MARKETING GROUP WHO WILL CONTACXT THE CUSTOMER TODAY TO DISCUSS THE REBATE CONCERNS. 

  Customer Answer

  Date: 02/04/2025

  I received a check for $250. Thank you. I WANT MY CHECK FOR $600..what takes 6 months..this is awful business practices.

  Business Response

  Date: 02/05/2025

  Ms. ******,

  The company has confirmed that a call was made to you on 1/31/25 with a detailed message regarding your inquiry and in that message a phone contact was provided to you to inquire further. Please check your messages and utilize that number for follow up. Thank you. 

  Customer Answer

  Date: 02/10/2025

  [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: 22797947
  
  I am rejecting this response because:
  I received a check for $250. Thank you. I WANT MY CHECK FOR $600..what takes 6 months..this is awful business practices. No message was received. 
  
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/10/2025

  GOOD MORNING

  THERE WAS A DETAILED MESSAGE LEFT ON THE 3RD OF FEBRUAURY WITH A CONTACT NUMBER TO CALL BACK. I HAVE REFERRED THIS TO THE MARKETING GROUP AGAIN TO REACH OUT TO THE CUSTOMER. 

• Initial Complaint

  Date:01/08/2025

  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.

  Due to a power outage that occurred from 12/28/24 to 12/29/24, I had to discard all food in my refrigerator, following the guidelines of the **** to throw away items. The outage occurred at the *********************** and according to ************** correspondence, was "due to a fuse outage on *************, caused by ****." This was not a planned outage or the result of a storm or weather event. **** has wrongly denied my claim for reimbursement for damaged goods - namely spoiled groceries in the amount of $250. According to the ************** of my apartment building, the Isle, the outage occurred due to a fuse outage on *************, caused by ****. The ************** informed me specifically that **** overloaded a box on Cotton street and blew a fuse which terminated service at my apartment building, ********. This event was the fault of ****, and does not represent an event covered by the limitation of liability for service interruptions that you outline in 12.1 of the **** Energy Electric Service Tariff. In particular, this outage caused by **** was within the Company's control.****'s customer handbook, on Pg. 22, notes that customers have the right to "Receive continuous utility service if you meet your responsibilities." I am very disappointed in ****'s decision and the poor customer service resolution that I have received, especially as a paying customer of **** who always pays on-time and meets my responsibilities. **** should provide reimbursement for damages to my spoiled food as a result of the outage caused by ****. I would also like to request any information, reports, or documentation on the power outage incident associated with this claim so that I may decide how to proceed further with this matter. As of 1/8/2025, **** has not responded to my dispute claim. I intend to continue disputing this matter through the **************************************, as neccessary.

  Business Response

  Date: 01/10/2025

  GOOD MORNING

  THIS HAS BEEN REFERRED OUR CLAIMS DEPARTMENT TO CONTACT THE CUSTOMER AND DISCUSS THE REFUND ISSUE

  Customer Answer

  Date: 01/11/2025

  [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: 22787688
  
  I am rejecting this response because: I have received no response directly from PECO in regard to my dispute, despite their indication that it has been referred to the claims department.  I believe PECO is attempting to delay their response. 
  
  Regards,
  
  ******* ********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 01/14/2025

  GOOD MORNING

  THE CUSTOMER WAS CONTACTED BY OUR CLAIMS DEPARTMENT PER *** ***** THE MANAGER OF CLAIMS. The CUSTOMER was called yesterday.    

  Business Response

  Date: 01/14/2025

  good Morning

  the customer was contacted on 01/03/2025 not yesterday my apologies.

  the tariff was explained to the customer. the delay in restoral was no access to the building after the fix was completed. **** finally was able to gain access.   

  Customer Answer

  Date: 01/21/2025

  [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: 22787688
  
  I am rejecting this response because: as noted and later corrected by the business, I was not contacted by Claims Manager *** *****.  Instead, I was contacted by Mr. ** ******* on 1/17/25 via phone.  Mr. ******* was rude and did not address my concern that the outage was caused by ****.  The "delay in restoral" is not addressing the root cause of the issue, which was that **** blew a fuse and caused the outage (supported by correspondence with my apartment building, The Isle.)  According to their website, "In some cases, **** is able to provide reimbursement for food loss and other damages due to an outage." (This is how **** represents itself, with a limitation that they are not responsible for "factors beyond their control." According to correspondence with my *************** the outage was "due to a fuse outage on *************, caused by ****. They added that **** overloaded a box on Cotton street and blew a fuse which terminated service at my apartment building. This event was the fault of ****, and does not represent an event covered by the limitation of liability for service interruptions outlined in 12.1 of the **** Energy Electric Service Tariff. Instead, this outage was within the Company's control. 

  **** should provide reimbursement in the amount of $150 in accordance with the original damage claim.

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

  
  

  Business Response

  Date: 01/23/2025

  CUSTOMER HAS CONTACTED THE *** AFTER SPEAKING TO CLAIMS 

  THE *** WILL REVIEW THE **** AND OUR REGULATORY/*** GROUP WILL 

  CONTACT THE CUSTOMER. AFTER THE *** SEND PECO THE ****

• Initial Complaint

  Date:01/08/2025

  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.

  During 2024 and into 2025 **** has misapplied various payments made to them across multiple accounts, they have transferred account balances without any notice or guidance on why or where these transfers have come from, they have also applied our payments to the wrong accounts that aren't even in our name and then threatened shut offs and they have charged us late fees every time. They have cost our company countless hours of correspondence/phone calls/accounting errors and discrepancies that we have had to waste fixing their errors and have been held hostage on making incorrect payments because they refuse to help correct things timely and threaten shut-offs due to their own mismanagement of funds. We can't be the only company that is being treated this way and I know others must have the same resentment. They should be held accountable since they have a monopoly on the delivery and collection process. Any payments we have made to them for late fees in the last 13 months should be refunded to us at this point. They are unprofessional, disorganized, and an absolute embarrassment.

  Business Response

  Date: 01/10/2025

  Mr. *****,

  Payment processing department has confirmed that contact has been made with you and the account is being reviewed for follow up. Thank you.  

  Business Response

  Date: 01/17/2025

  Mr. *****,

  The payment processing department has informed that steps have been taken to resolve your bill inquiry regarding transferred balances, misapplied payments and fees assessed and that all maintenance has been completed.