FAQ

Get Answers to the most frequently asked questions

pick the plan that's right for you.

With PLP, repairs, inspections and maintenance costs on the appliances you depend on are covered. If something goes wrong, we’ll be there to fix it. No cost for parts, no cost for labor.

    • What is the Parts and Labor Plan?

      PLP is an annual service plan that covers Philadelphia’s residential gas customers against costly appliance repairs.

    • What is Covered?

      For a list of appliances covered under PLP view our List of Plans. To view a detailed list of parts covered, visit our Terms & Conditions

    • What is not covered?

      Systems not covered under the Parts and Labor Plan are listed in Section H of the Terms & Conditions

    • When does coverage begin and end?

      Plan cover period: November 1, 2020 through October 31, 2021 Is there a deadline to purchase the plan by? The deadline for enrollment into the 2020-2021 Plan is April 1, 2021

    • Is my property eligible for a Parts and Labor Plan?

      This Residential Parts & Labor Plan is available to customers of the Philadelphia Gas Works who have natural gas house heaters, gas water heaters, gas dryers and/or split system electric central air conditioners combined with gas heating

    • What do I risk NOT purchasing a Parts and Labor Plan?

      If you are not covered under a Parts and Labor Plan, it is your responsibility to hire a certified contractor when something goes wrong with an appliance. You risk getting hit with expensive maintenance fees and unreliable service. When you join PGW’s Parts and Labor Program, repairs, inspections and maintenance are covered. If something goes wrong, we’ll be there to fix it. No extra cost, no charge.

    • Can I transfer my plan to another address?

      PLP plans are not transferrable to another address. However, we encourage customers to kindly purchase the plan as a gift for other properties.

    • When does my plan go into effect?

      If the plan is purchased prior to November 1st, it will become effective on the 15th day following receipt of payment, but in no event sooner than November 1st. If the PLP plan is purchased after November 1st, it will become effective on the 15th day following receipt of payment.

    • What are the different plan options?

      View our List of Plans

    • What are my payment options and how much does it cost?

      To purchase a Parts and Labor Plan, customers can:

      • Pay online
      • Pay over the Phone by calling (215) 235-2050
      • Visit a PGW Customer Service Center – Currently closed because of COVID-19
      • Mail Check – call (215) 235-2050 or email and request a contract to be mailed to you. Pick your plan, sign the coupon, and mail back with the check.
      • To view our different plan options and prices, view our List of Plans
    • Can I combine plans?

      Plans are offered by individual appliances and as bundled plans. Customers cannot combine different plans, but are welcome to purchase a plan with bundled appliances. To view our different plan options and prices, view our List of Plans

    • Can I purchase PLP for another property other than my own?

      Yes! PGW encourages customers, landlords, and realtors to kindly purchase the plan for other properties.

    • I am a Landlord and want to purchase multiple plans, how can I do that?

      To purchase multiple plans, customers can:

      • Pay online and follow the steps accordingly
      • Pay over the Phone by calling (215) 235-2050
    • Visit a PGW Customer Service Center (Link to list of DO locations on PGW site) Currently closed because of COVID-19

      Please have your Landlord User ID or Rental License at time of purchase

    • Will I automatically be enrolled into the program next year?

      No, customers will not be automatically enrolled into the program next year.

    • I am not sure if I have an active plan, how can I check?

      Have your Account Number and Service Address available and call (215) 235-2050

    • Can I purchase the plan after I notice an operating issue with my appliance?

      No. The equipment must be in good operating condition on the date that the plan becomes effective in order for coverage to apply.

    • How can I schedule a service visit?

      Plan customers may call (215) 235-2050 from 8AM to 6PM (Monday through Friday) and speak to a representative. After 6PM or during the weekend, leave a message and a customer representative will return your call to schedule an appointment.

    • What happens once I call to schedule a visit?

      A service technician will contact you by phone on the day of the service visit to verify the appointment time. The customer is required to provide the service person with access to the premises and equipment.

    • What hours and days can I schedule a PLP visit?

      Service hours are 8AM to 4PM (Monday through Friday) PGW guarantees to provide next day service to customers purchasing a Parts and Labor Plan covering a house heater if a customer service request is received before 12 o’clock noon (excluding Holidays) from December 1 through April 15. Plan customers may call from 8AM to 6PM (Monday through Friday) and speak to a representative.

    • Who is coming to my property? Is it a contractor?

      A reliable PGW technician is sent to your property to assess your equipment. All PGW service workers are properly trained and certified technicians.

    • What if I have an emergency and a PGW technician is not available?

      In the event that PGW cannot meet the next day service on house heaters from December 1 through April 15, the customer may hire an independent heating contractor and PGW will credit the customer’s gas account for the amount of the contractor’s bill for service and parts replacement covered by the Parts and Labor Plan up to the amount of PGW’s cost for the covered service and parts replacement.

    • What is check and adjust?

      For a one-time payment of $55, PGW will perform a tune-up of your furnace or boiler and a visual inspection of your natural gas heating equipment. PGW’s Check and Adjust must be purchased in conjunction with a Parts and Labor Plan for your natural gas heating appliance.

    • Am I eligible to purchase a check and adjust?

      Check and Adjust is available to all PGW customers purchasing a PLP heater plan.

    • Can I buy check and adjust as a stand-alone plan?

      The Check and Adjust cannot be purchased as a standalone item. PGW’s Check and Adjust must be purchased in conjunction with a Parts and Labor Plan for your natural gas heating appliance.

    • When can I use my check and adjust?

      Inspections are performed from September 1, 2020 through November 15, 2020 and again in the Fall of 2021 (September 1, 2021 through November 15, 2021), weather and conditions permitting.

    • What appliances can I use check and adjust on?

      A Check and Adjust is only available for your heating equipment.

    • How can I schedule a check and adjust service call?

      To schedule an annual inspection, call PGW’s Check and Adjust service line, weekdays during normal business hours, at (215) 235-2050 or contact us by email (link contact form). A PGW representative will respond to all Check and Adjust requests within 24 to 48 hours

    • How do I know I should use my check and adjust vs a PLP service visit?

      PGW will perform preventative maintenance on your heater, so make a check and adjust service appointment BEFORE any issues occur. If an issue with an appliance occurs, that is when you will utilize the Parts and Labor Plan. Be sure to use your Check and Adjust September 1, 2020 through November 15, 2020 or again in the Fall of 2021 (September 1, 2021 through November 15, 2021).

    • Can I add a check and adjust to my plan after I already purchased a PLP?

      Yes! To add Check and Adjust to your plan please call (215) 235-2050 or add it online at pgwplp.com

have a plan and need assistance?

we’re here for you. For service or repairs call 215-235-2050