Business Profile

Gas Distributors

U G I Utilities, Inc

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Complaints

This profile includes complaints for U G I Utilities, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

49 total complaints in the last 3 years.
17 complaints closed in the last 12 months.

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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:09/18/2025
Type:Product 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.
The account was transferred back in the landlord's name when I vacated the property. I spoke to customer service on August 26th, 2025 with regard to the $161.76 credit on the account and was told by ****** that I had to provide proof that I made the payments that resulted in the credit. I sent proof via email to the call center and was told later on August 26th that I would be refunded the amount of $161.76 via a check sent to my new address and that it could take up to 30 days to receive my refund. When I attempted to see if the refund had been issued on September 9, 2025 I discovered that my credit was being used to pay the landlord's current bills. I contacted *** via email to confirm my refund and was only then advised that until they issue the refund, the credit would be used to pay the landlord's current bills and that in order to receive my refund the landlord would have to make payments. UGI should have removed the credit from the account immediately and billed the landlord for his payments. I want the refund I was promised and provided proof of.
Business Response
Date: 09/26/2025
Dear Ms. ********

The customer contacted the company on August 26, 2025, to report she no longer occupied the premises at ************************************** and requested her name be removed from the account. She also reported making a payment that resulted in a credit of $161.76 and asked for this credit to be refunded to her. The customer was informed that this could take up to 30 days.

The customer provided the required proof of payment, and the refund check was issued on September 23, 2025.

Please feel free to contact me if I can be of any further assistance.
Best,
***** ********
UGI Utilities,
Compliance Representative
Customer Answer
Date: 09/26/2025
[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:08/19/2025
Type:Product 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 writing to file a complaint regarding the treatment I received during recent calls with your representatives.I first spoke with a representative who was rude and repeatedly cut me off. Following that, I received a call from her supervisor, *******. After I explained the reason for my call, I said hello several times because I could not hear her clearly. Instead of clarifying, she responded by saying I was being really aggressive. I told her I did not appreciate her choice of words.Rather than assisting me, she told me that I could file a complaint with the ************************* or the Better Business Bureau. She continued to dismiss my concerns, even saying, first of all, in a tone I found disrespectful. At no point did she attempt to address the actual issue. Eventually, the call was disconnected.The purpose of my call was to explain that I should not have received a shut-off notice. I have already provided my bankruptcy case number, my attorneys contact information, and my docket number. Given that information, I should not have to continue going through this process or be spoken to in such a disrespectful manner.
Business Response
Date: 09/12/2025
Dear Ms. ********

The customer contacted the company on August 19, 2025, with an inquiry regarding a termination notice after filing for bankruptcy.

The customer was informed that the company was not notified of a Bankruptcy filing. The customer, when asked, provided the Bankruptcy Docket number. That information was confirmed by the company, and the necessary steps were then completed by placing the account under Bankruptcy and establishing a new account in the customers name. A follow-up letter was mailed to the customer.

The company has addressed the customers' other concerns with the appropriate Department Manager.

The company received a PUC complaint on August 20, 2025.

The company is regulated by the ************************* (***).
The PUC mediates and resolves public utility disputes through both formal and informal complaint processes.The **** **************************** which manages informal complaints, is staffed by personnel with specific utility subject matter expertise. The *** also has dedicated administrative law judges with expertise in public utility practice who oversee formal complaints.
It would therefore be advisable to allow the **** complaint procedures to investigate and adjudicate the Complaint.
Please feel free to contact me if I can be of any further assistance.
Best,
***** ********
UGI Utilities,
Compliance Representative
Initial Complaint
Date:08/08/2025
Type:Service or Repair 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.
A couple of years ago UGI came to my street and replaced everyone's gas meters. They kept parking their big trucks on my sidewalk and I went out to talk to the workers multiple times and asked them to get their trucks off my sidewalk because it was being damaged. A 'leader' or supervisor came over to me the last time and said UGI told them to park on the sidewalks because they are going to replace all the sidewalks when they were done installing the meters. It took a long time for them to replace all the meters on the street. Yet they never came back and repaired my sidewalk (or anyone else's). My sidewalk and water main access are all damaged and crushed. I have contacted the **************** and *** about this and no one has ever responded.
Business Response
Date: 08/18/2025
Dear Ms. ********

The company completed a gas line renewal and meter relocation in August 2022.

Any damage to the concrete caused by relocating the meter was repaired.

The existing damage to the sidewalk in front of the home was not caused by the company vehicles, as they were not parked on the pavement there.

The company is regulated by the ************************* (***).

The PUC mediates and resolves public utility disputes through both formal and informal complaint processes. The **** ****************************which manages informal complaints, is staffed by personnel with specific utility subject matter expertise. The *** also has dedicated administrative law judges with expertise in public utility practice who oversee formal complaints.
The customer has the option to contact the PUC.

Please feel free to contact me if I can be of any further assistance.
Best,
***** ********
UGI Utilities,
Compliance Representative
Customer Answer
Date: 08/18/2025
[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: 23719774

I am rejecting this response because: They most definitely parked on our sidewalks. I asked them THREE TIMES not to and they said they were instructed to park on our sidewalks because there is limited street parking. And they also told me the sidewalks would be repaired. They told numerous people the same thing. I have attached proof from other people.

Regards,

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

Business Response
Date: 08/29/2025
Dear Ms. ******************** matter has been resolved. *** and the customer have come to a satisfactory resolution.

Please feel free to contact me if I can be of any further assistance.
Best,
***** ********
UGI Utilities,
Compliance Representative
Customer Answer
Date: 09/08/2025
I havent' responded because I was waiting for the repairs to be completed. I think they are coming tomorrow to do the repairs.
Customer Answer
Date: 09/12/2025
The repairs have been completed and have exceeded my expectations. Thank you.
Initial Complaint
Date:08/06/2025
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.
My roommate, ****** ********, received a phone call on Friday saying that an old gas bill from UGI from an old house in my name was going to be transferred to his bill and he's responsible for it now. I was never notified about this bill nor should my roommate have to be responsible for it and they will do nothing to fix the problem. I want UGI to get the balance off of his account and I want the bill to be sent to me and I will make payment arrangements to pay it but I want it off of his name.
Business Response
Date: 08/13/2025
Dear Ms. ********

The complainant and the roommate occupied the premises and benefited from the service at ************************************************ from January 31, 2020, to May 31, 2022, and are, therefore, equally responsible for the unpaid balance. The complainant was issued a final bill and a post-reminder notice of the unpaid balance.

Both parties now reside and have active service, with the company, at ************************************************. The unpaid balance from Main St was transferred to the current service account at ***********

The company is regulated by the ************************* (***).

The company received a PUC complaint on August 7, 2025.

The PUC mediates and resolves public utility disputes through both formal and informal complaint processes. The **** ****************************which manages informal complaints, is staffed by personnel with specific utility subject matter expertise. The *** also has dedicated administrative law judges with expertise in public utility practice who oversee formal complaints.
It would therefore be advisable to allow the **** complaint procedures to investigate and adjudicate the Complaint.
Please feel free to contact me if I can be of any further assistance.

Best,
***** ********
UGI Utilities,
Compliance Representative
Customer Answer
Date: 08/13/2025
[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: 23707283

I am rejecting this response because: I never received a final bill from *** regarding this bill in order to set up a payment plan and fix it, they just put it on my roommates bill, I want a copy of the bill from the previous address and I want it taken off his bill, I will make a payment plan with them but they are going to shut him off if it stays on his bill which is unfair because I do not use their services for gas at the present address, the gas stove is the only thing gas in that house and I don't use the stove, so why should he have to pay for my bill, I just want a copy of the bill from ***********, and I will take care of it

Regards,

******** ********
Initial Complaint
Date:07/03/2025
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.
Being over charged for electric service
Customer Answer
Date: 07/07/2025
The reason for my complaint is I believe the electric meter that records the amount of electricity that is being used is not correct. I talked to several people who have the same type of appliances that I use and my bill is twice their bill I had an electrician check out the electrical system and it is working as designed. I would like to have the electrical utility check the meter for accuracy, check the connections and check the ground. I would also like them do it with charging me.
Business Response
Date: 07/18/2025
Dear Ms. ******************* customer contacted the company on June 6, 2025, requesting a 2nd meter read to verify the actual read of ***** obtained on May 16, 2025. The company re-read the meter on June 9, 2025, at *****, which is higher than the previous reading of ***** on May 16, 2025, verifying that the bill was correct as rendered.
Based on company meter reads and historical usage, the companys position to the customer is that the bills are correct as rendered.
The company provided the customer with a consumption statement, the option of having the meter tested, and the right to contact the ************************* (***). The customer did not contact the company to conduct a meter test or contact the PUC.
The company requests that the customer be directed to contact the company to discuss the meter testing requirements and schedule the appointment.
Please feel free to contact me if I can be of any further assistance.
Best,
***** ********
UGI Utilities,
Compliance Representative
Initial Complaint
Date:06/17/2025
Type:Product 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 installed a new hearing system in April 2025. *** offers a rebate for installing a new gas furnace ($500) and smart thermostat ($50). I downloaded the appropriate form from their website, filled it out with all information available to me, made copies of requested information and mailed to address noted on the form. I received a letter a few weeks later that the model number of the thermostat was missing. I checked the website and found my claim to be in a "non-compliant" status. I checked all documentation given to me by supplier and there was no number supplied. The actual unit is installed into my wall, so I was not able to locate one on the actual unit. I contacted the installing company, and they said they do not know what the model number is for the unit. I resent all this information again including the installing companies' information concerning the model number. I called the number on the letter concerning the missing information over 10 days after the second submission. The person on the phone just reexplained what was sent on the letter. I asked if they received my second set of documents and information. He said no. He said to check back in another week. I checked back over 3 weeks later, and my rebate claim still sits in a "non-compliant" status. UGI owes me money for the furnace since that information was fully supplied ($500) as requested. The $50 for the thermostat should also be given since the information (model number) is not available. The supporting documentation shows I have given UGI the proper information TWO times but there has still been no payment. Please assist since they do not want to pay out what is due to me.
Business Response
Date: 07/02/2025
Dear Ms. ******************* style="font-size: 0.875rem;">
The customer filled out the rebate application, but it was missing the required model numbers for both the thermostat and the furnace, to confirm eligibility for the rebate.
The customer, has since, provided the necessary information, and the rebate check will be mailed the week of July 7, 2025.
Please feel free to contact me if I can be of any further assistance.

Best,
***** ********
UGI Utilities,
Compliance Representative
Initial Complaint
Date:06/16/2025
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.
*** would not issue me a payment plan, I had some rough times and had defaulted on it. They turned off my gas service and told me that they couldnt help me. I contacted the *** to see what they can do for me, and Im waiting for a reply. I do not currently have gas.
Business Response
Date: 06/17/2025
Dear Ms. ********

The customers service was terminated for non-payment on June 16, 2025. The customer defaulted on allotted payment agreements on one balance from the company and is therefore required to pay her full balance for restoration. The customer was advised of her options for assistance, medical certificate, Protection from Abuse (***), or can contact the ************************* (***).

The company received a PUC complaint on June 16, 2025.

The company is regulated by the ************************* (***).
The PUC mediates and resolves public utility disputes through both formal and informal complaint processes. The **** ****************************which manages informal complaints, is staffed by personnel with specific utility subject matter expertise. The *** also has dedicated administrative law judges with expertise in public utility practice who oversee formal complaints.
It would therefore be advisable to allow the **** complaint procedures to investigate and adjudicate the Complaint.
Please feel free to contact me if I can be of any further assistance.

Best,
***** ********
UGI Utilities,
Compliance Representative
Initial Complaint
Date:05/09/2025
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.
Last year I had 2 returned checks from ***. After that they restricted my account by removing me from autopay and not allowing me to Pay my bill from my account. I have no problems with them not allowing me to use autopay or pay with a check, I understand they want it paid with a debit card. I have attached proof that inspire of these returned checks, I have always paid my bill and paid any late fees that have gone along with it. I've paid return check fees and everything that they have requested without issues for yeas. Since they have restricted may account I have been in contact with them trying to resolve and figure out how to Pay my bill. They took me off of budget billing (Even though I sent them screenshots of me trying to pay my bill and it not going through) and are not charging me a 300 bill for a month with late fees. They have made it impossible for me to pay my bill and are charging me for that. I attached screenshots of me sending them an email saying I am not able to pay it and getting the same response as I did the first time. I cannot be logged into my account which is how I've always paid this bill. I also have ****, and I have an incredibly hard time remembering to come back to it after I've already tried to pay it and fail. This feels discriminatory. And more then that can we stop letting businesses punish people who are already struggling? This bill would not have been late if the option to log in and pay my bill, (with a debit card, not a check) would have been an option. I'd have even signed up for auto pay, and paid a fee for the debit card because that is how I've maneuvered my ADHD and been able to figure out payments and not be late. This feels like being punished for financially struggling for a time period and for having ****.
Business Response
Date: 05/21/2025
Dear Ms. ********

The customer was restricted from making further check payments, due to returned payments.

On several occasions, the customer was provided with the necessary information to make alternative payments. The screenshot, provided by the customer, that reads Online payments are currently restricted to this account.Please call ************ for more information or to make a payment, is the message she received when she is signed in to her online account and attempts to make a payment via check.

The customer was provided directions to make credit or debit card payments by going to the company website and choose to **************************************** policy is if a customer is on the Budget Billing program, after three missed payments, they are removed and the total usage billed becomes due. As a result of non-payment, the customer was removed from Budget Billing.

As a one-time courtesy, the company will remove the restriction to allow the customer to continue with check payments. However, the restriction will be re-enforced, if checks are returned.

If, the customer is unable to pay her balance in full, she may contact the company, at any time, to discuss payment arrangements options.

Please feel free to contact me if I can be of any further assistance.
Best,
***** ********
UGI Utilities,
Compliance Representative
Customer Answer
Date: 05/21/2025
I appreciate them unlocking my account, my problem is this predatory practice.
you can see my account had been paid on time and that I had already inquired a fee for my returned checks ($35 paid both times without a single issue). I had missed on payment until they restricted my account.
I am a person who has adhd, I don't believe they made me aware of this restriction. If they did it is possible I missed it, but as soon as I realized it was late I went on and tried to pay it. I even we on the website multiple times and tried to pay it the way they told me how to and it did not work. I'm not sure where they said my screenshot of me trying to pay it was from but I had reached out multiple times I had even called a few times and asked that they just let me pay my bill while logged in. It's so strange to let someone use a debit card while not logged in but not while logged in from their site.
to me, this feels like discrimination against people who have adhd and are still trying their absolute hardest to pay their bills on time. We had our finances sorted out better at the end of November when we refinanced our house. This would have been a non issue if I had been able to pay the bill online, but I would try to pay it and be turned away even when clicking pay online on their website. I was this investigated further.

it feels incredibly predatory and targeted. And I am not suffering with an almost $500 bill because they turned off my budget and restricted the account. I'd love if they recorded how many times I tried to log in and pay it. Unfourtunstly they don't track that.
Customer Answer
Date: 05/21/2025
I appreciate them unlocking my account, my problem is this predatory practice.
you can see my account had been paid on time and that I had already inquired a fee for my returned checks ($35 paid both times without a single issue). I had missed on payment until they restricted my account.
I am a person who has adhd, I don't believe they made me aware of this restriction. If they did it is possible I missed it, but as soon as I realized it was late I went on and tried to pay it. I even we on the website multiple times and tried to pay it the way they told me how to and it did not work. I'm not sure where they said my screenshot of me trying to pay it was from but I had reached out multiple times I had even called a few times and asked that they just let me pay my bill while logged in. It's so strange to let someone use a debit card while not logged in but not while logged in from their site.
to me, this feels like discrimination against people who have adhd and are still trying their absolute hardest to pay their bills on time. We had our finances sorted out better at the end of November when we refinanced our house. This would have been a non issue if I had been able to pay the bill online, but I would try to pay it and be turned away even when clicking pay online on their website. I was this investigated further.

it feels incredibly predatory and targeted. And I am not suffering with an almost $500 bill because they turned off my budget and restricted the account. I'd love if they recorded how many times I tried to log in and pay it. Unfourtunstly they don't track that.
Customer Answer
Date: 05/21/2025
[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: 23308043

I am rejecting this response because:
I appreciate them unlocking my account, my problem is this predatory practice.

you can see my account had been paid on time and that I had already inquired a fee for my returned checks ($35 paid both times without a single issue). I had missed on payment until they restricted my account.

I am a person who has adhd, I don't believe they made me aware of this restriction. If they did it is possible I missed it, but as soon as I realized it was late I went on and tried to pay it. I even we on the website multiple times and tried to pay it the way they told me how to and it did not work. I'm not sure where they said my screenshot of me trying to pay it was from but I had reached out multiple times I had even called a few times and asked that they just let me pay my bill while logged in. It's so strange to let someone use a debit card while not logged in but not while logged in from their site.

to me, this feels like discrimination against people who have adhd and are still trying their absolute hardest to pay their bills on time. We had our finances sorted out better at the end of November when we refinanced our house. This would have been a non issue if I had been able to pay the bill online, but I would try to pay it and be turned away even when clicking pay online on their website. I was this investigated further.

it feels incredibly predatory and targeted. And I am not suffering with an almost $500 bill because they turned off my budget and restricted the account. I'd love if they recorded how many times I tried to log in and pay it. Unfourtunstly they don't track that.

Regards,

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

Business Response
Date: 05/29/2025
Dear Ms. ******************* style="font-size: 0.875rem;">
The companys position stands. Proper procedures were followed. The customer was provided the necessary information on how to make a payment. If, the customer is unable to pay her balance in full, she may contact the company, at any time, to discuss payment arrangement options.
***** ********
UGI Utilities,
Compliance Representative
Customer Answer
Date: 05/29/2025
I'm going to try one more time to explain this, this is predatory business behavior. The only way I could pay the bill was to go back to the email and click the link. I tried multiple times through the website and provided screen shots of being denied. I've provided evidence that my account was not late and that I was previously billed for my returned checks, their policy needs to be looked at. That is what I'm saying. To be able to pay my bill while not logged in and unable to while logged in is such an obscure way to handle a situation. I'd have happily paid it with a debit card while logged in. I don't think there is anything wrong with asking a company to review a policy that is ineffective. They charged the returned check fee and locked my account. That doesn't seem ok. By the way, my account has been paid in full, Now that my account has been unlocked.
Initial Complaint
Date:04/20/2025
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.
On April 17th, my gas was shut off due to nonpayment. I spoke with a representative that morning who told me that I had to pay $1,013 to have my gas turned back on. I owed $599 for the amount of gas usage, the rest was their additional fees (security deposit and shut off fees). They refused to give me a payment plan; I had to pay the $1,013 in full to have my gas turned back on. I told the representative that I was unable to pay that amount at that moment and that I would pay it later in the day through the application on my wireless device (in which I ******* hours after making the payment, my gas was still off. I called UGI and was told that the department that is responsible for 'verifying' my payment was made was not available at that time and because it was a holiday, they would not be back until Monday.The payment I made was successfully withdrawn from my account. Including all of the fees required to turn my gas back on within 24 hours.I will be without heat and warm water for the period of time the gas is off. It was in the ***** degree range at night.I want the security deposit and shut off fees to be refunded.
Customer Answer
Date: 04/21/2025
The date and currency amount provided in the original complaint is incorrect. The correct date that my service was shut off and paid for later in the evening was on Wednesday, April 16, 2025 and the total amount paid was $1,071.82.
Also, there is additional information to add to my complaint after speaking with a UGI representative over the phone this morning.
While speaking with the *** representative this morning (Monday, April *******), I was told that I was supposed to call UGI to make the payment over the phone (not on the application) in order to have my gas scheduled to be turned back on. During the initial phone call with the *** representative on Wednesday (April 16), I was not provided this information. They then stated that I owe an addition $143 in order to have my gas turned back on. I expressed my concerns as to the amount that was being requested was more than the 'Total Amount Due' on the application and the "Total Amount Due' amount was more than the amount listed on the shut off notice left at my residence by the personnel who shut the gas off. After paying this addition amount of $143, making the total amount paid to UGI $1,214.82. The representative on the telephone told me that legally they have to turn my gas back on within three days of payment. I paid the total amount due listed on the *** mobile application on April 16th (Wednesday). I should have had my gas turned back on by Saturday and today is Monday. They said that someone would be available to come to my residence tomorrow between the times of 8am-4pm. They required someone to be present at the residence at the time the *** personnel arrived to my residence in order to have access to the pilot light; Although, they were unable to provide me with an estimated time. Frustrated with the entire situation, I asked to speak with a Supervisor. I was on hold for several minutes and the representative returned to my call and stated that someone would be out to my residence at an unknown time today.
Business Response
Date: 04/23/2025
Dear Ms. ********

The customer was provided with the required termination notices, which include the required balance due, at the time the notice was issued, to stop the termination of service. Payment nor contacts from the customer was made, and service was terminated on April 16, 2025. The notice and post termination notice, that were provided to the customer, explains that if the service is shut off, you may be required to pay more than the amount listed on the notice to have your service turned back on, and you must contact the company after payment has been made to be sure you have met all conditions to have the service turned back on and to arrange access to your premises.

The customer only contacted the company after the service was terminated and was advised of the required restoration amount of $1220.82,which included $1071.82 for utility service plus $149.00, half of the deposit to restore her service. The remaining deposit of $149.00. 00 would be split and billed as $74.50 at 30 and 60 days, respectively. The reconnect fee of $73.00 would be billed on the first bill after restoration.

The customer called back on April 17, 2025, at 8:24 p.m.,when the office was closed. She was informed she would need to contact the office during normal business hours.

The customer called on April 21, 2025, to report that she had made a payment of $1071.82. She was informed that the amount required was $1220.82, and $149.00 remained due to restore the service. The customer made the required payment of $149.00 with the ************* representative, and the service was restored that same day.

It is the companys position that proper procedures were followed. The company has up to three days to restore service upon receipt of the full required payment. Full payment was received on April 21, 2025, and service was restored that same day. The deposit and reconnect fee were properly charged and will and will not be removed.

Please feel free to contact me if I can be of any further assistance.
Best,
***** ********
UGI Utilities,
Compliance Representative
Customer Answer
Date: 04/30/2025
[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: 23227591

I am rejecting this response because:
The information provided as part of a response is not correct.
I contacted *** on the day the service was terminated (APRIL 16, 2025) to verify the amount due to have my service turned back on. Due to the significant amount that was hand written on the shut off notice that was left on my front door handle ($902.66 + 'turn on charge' of $73), I wanted to verify whether or not they were able to make an agreement to arrange payments. *** denied my request and said that I would have to pay my bill in full in order to get the service turned back on. The representative stated that I must pay a total of $1,071.82 (which was more than the hand written notice). During this conversation, I informed the representative that I was unable to pay them at that time; Although, I would be able to pay it the following day (APRIL 17, 2025) and would do so on the *** application on my wireless device. I was not given any alternative directions as to how to pay my bill.
When I signed into the *** application, the TOTAL AMOUNT DUE was $1,071.82. This was the only option provided on the application. The amount of $1,220.82 (as claimed in the response from the *** representative) was not shown as the amount due nor was the actual final amount I paid of $1,214.82 ($1071.82 + the additional $143 requested by the *** representative during the second telephone conversation).
The amount I owed for ***'s services was $301.59 for February, $298.07 for March, and $303 for April for a total amount due of $902.66 (this includes the late fees for each month). I paid a total of $1,214.82.
Regards,

**** ******

Business Response
Date: 05/02/2025
Dear Ms. ********

The companys position stands as reported. The notice and post-termination notice that were provided to the customer explain that if the service is shut off, you may be required to pay more than the amount listed on the notice to have your service turned on.

The amount the customer would have seen upon signing into her online account is the billed information only. It does not include the additional fees for restoration. The customer was informed of the required amounts on April 16, 2025. There was no discussion on how she intended to make payment.

The company is regulated by the ************************* (***). The customer has the right to contact the PUC.

The PUC mediates and resolves public utility disputes through both formal and informal complaint processes. The **** ****************************which manages informal complaints, is staffed by personnel with specific utility subject matter expertise. The *** also has dedicated administrative law judges with expertise in public utility practice who oversee formal complaints.

Please feel free to contact me if I can be of any further assistance.
Best,
***** ********
UGI Utilities,
Compliance Representative
Initial Complaint
Date:03/24/2025
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 had requested via phone that the *************** be shut off on today's date by the end of the business day. *** failed to turn the service off as agreed upon. I have prior been a victim of identity theft several times where utilities have been placed in my name. I refuse to be billed any further for *** services as of this date. Please help me with the issue of gas being shut off. The address of the service is ************************************. Please contact me #************ or by email ***************************
Business Response
Date: 04/01/2025
Dear Ms. ********

The customer contacted the company on March 18, 2025, to request the discontinuation of service at ************************** effective March 24, 2025. The account was password-protected, and the password was verified. She provided the forwarding mailing address of *****************************************************************

The company processed her request and finalized her account on March 24, 2025. The final bill of $4486.58 was mailed to the mailing address provided.

The company confirms that the billing provided for her service was accurate, and the outstanding amount is duly owed.

The customer has the option of contacting the ************************* (***).

The PUC mediates and resolves public utility disputes through both formal and informal complaint processes. The **** ****************************which manages informal complaints, is staffed by personnel with specific utility subject matter expertise. The *** also has dedicated administrative law judges with expertise in public utility practice who oversee formal complaints.

Please feel free to contact me if I can be of any further assistance.
Best,
***** ********
UGI Utilities,
Compliance Representative

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