Complaints

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

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  U G I Utilities, Inc

  225 Morgantown Rd Reading, PA 19611-1949

• 

  U G I Utilities, Inc

  262 Conestoga St Lancaster, PA 17603-5304

• 

  U G I Utilities, Inc

  2121 City Line Rd Bethlehem, PA 18017-2150

• 

  U G I Utilities, Inc

  1500 Paxton St Harrisburg, PA 17104-2615

• 

  U G I Utilities, Inc

  400 Stewart Rd Hanover Township, PA 18706-1457

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: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

  
  

• Initial Complaint

  Date:03/07/2025

  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 3/6/25 received a phone call ***'s service technician saying that he was coming to shut my gas off and if he could not turn the gas off from the meter that he was going to be forced to cut the line across the street. Called UGI to see what was going on. They told me my gas was shut off on 9/18/24. I told them no it was not I have had gas all winter long. I received one bill from *** for around $18 and I paid that. The service technician not only shut my gas off while I was on the phone with customer service but also took my meter as well. I talked to multiple customer service **** from *** and none of them were helpful with me and did not care that I have 2 children in my home. They told me that I had to wait for revenue protection to call me saying that they were looking into the theft of gas. Apparently, when UGI shut the gas off on 9/18/24 my ex boyfriend who resided with me at the time cut the lock off and threw my shut off notice away and I was never aware of this because I was at work. I explained this to *** customer service and they still accused me and said I was at fault for all of it. I also filed a complaint with the Public Utilities Commission. I called *** to report this complaint to them and they still refuse to turn my gas Services back on. On 3/7/25 I received an email from *** with a letter specifically stating what I needed to do to have my gas Services Turned back on. The letter specifically states I needed to pay $34.34 to have services reinstated. I paid the $34.34 Confirmation # **********. I called *** to report the payment to have my services turned back on and they still refuse to turn my services back on stating I have to pay $1,281.08 per the *****************************. I have done exactly what *** has told me to do per that letter for services to be turned back on and they still refuse to turn it on. I have 2 children in my home ages 2 and 13, UGI knows this and they refuse to work with me.

  Business Response

  Date: 03/12/2025

  Dear Ms. ********
  
  The customer was terminated on September 18, 2024, due to non-payment. A post-termination notice was left at the property, and a final bill was rendered.
  
  The company did not receive any calls from the customer requesting the restoration of the service, or to report her gas service was on.
  
  The company was alerted to increased usage on this inactive meter, in November 2024, through its electronic meter reading device.
  
  Several attempts were made to investigate; however, the customer did not provide access, and the technician could not gain access to the meter or curb valve, due to the dogs in the yard.
  
  On March 6, the company gained access, found the meter tampered with, and the gas service was turned on by someone other than the company. The service was shut off and the meter was removed for unauthorized usage.
  
  Immediately after the service was terminated, for unauthorized usage, the customer called for restoration of service. The customer was informed of the credit requirement of $34.34 for the authorized usage and advised that she would be notified by the ************************************** for the required additional charges for the unauthorized usage, plus any additional fees. She was advised that the unauthorized usage, and fees,would be required to be paid in full, plus the credit requirement for the restoration of service.
  
  Later that same day, the ***************************** contacted the customer and advised her that she, and any other adult occupant,in the home, will be liable for $1,281.08, in unauthorized usage, which is required to be paid in full, along with the credit requirements of $34.34 to restore service.
  
  The company received a payment of $34.34; however, the customer must pay the full amount of $1,281.08, for the unauthorized usage, before restoration can occur.
  
  The customer subsequently filed a complaint with the ************************* (***).
  
  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 PUC rendered a decision on March 10, 2025, upholding the companys requirements for restoration.

  
  Please feel free to contact me if I can be of any further assistance.

  
  Best,
  ***** ********
  UGI Utilities,
  Compliance Representative

• Initial Complaint

  Date:11/15/2024

  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 September 11, 2024 *** shut off my gas service and I didn't receive any mail so it was not brought to my attention. I filled a pic complaint to attempt to be a mediator and help arrange another agreement but was unsuccessful so finally 11/13/2024 I came up with the $1748.00 to restore it. I also attempted many times for an way to make payments. Unsuccessful. So I paid full amount finally 2 months after able to save the money. I'm a single mother of 4 and my work hours were cut before this and was told. So today finally they came to turn it on. Was told can't turn hot water on by the technician and he left with no explanation at all.told his boss bc my dog was barking won't explain why. Unprofessional. I contacted them asking for supervisors and she was rude n didn't understand why I was yelling. I need hot water. And my basement is never acceptable to anyone but UGI and it was fine now it's broken apparently and I need to get some out to fix. Awful. You want your money before I get my service and I pay and still nothing. I need the water. This is just ridiculous. My worst experience!

  Business Response

  Date: 12/09/2024

  Dear Ms. ********
  
  
  The customer's service was properly terminated for non-payment on September 11, 2024, as a result, she was required to pay the full balance to restore her service.
  
  The customer filed a complaint with the ************************* (***), regarding this same matter, which was closed, on September 13, 2024, upholding the company's position, for full balance, to restore service.
  
  The company received the required payment on November ******** and the gas service was turned on the following day, November 15, 2024.However, the technician reported that the pilot light on the water heater would not stay lit, and required repairs, which is the customer's responsibility. Additionally,the technician noted that there was aggressive barking from the customers dog which interfered with the communication.
  
  The company has issued monthly bills and proper notice to the customers service address with no return mail received. Nor, has the customer contacted the company prior to the termination of service, to report she was not receiving her bills. Therefore, if the customer is having issues receiving mail, she must contact her local postal service.
  
  Please feel free to contact me if I can be of any further assistance.
  Best,
  ***** ********
  UGI Utilities,
  Compliance Representative

• Initial Complaint

  Date:10/22/2024

  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 have two problems with this company. First is when I purchased my property ****************************** I purchased it has a residential home under ***. I live here with my family. I of course had to turn on heating serviced which I did. For the past 4 years UGI has been charging me a commercial fee that I was not made a aware of until recently when my service were going to be cut off because Ive been dealing with some financial difficulties. When i contacted ugi to get on a payment plan I was told I couldnt because this is a commercial account and i explained that this is not a commercial property and never has been. I was told they would be doing an inspection to make sure it wasnt and I was also told I would be refunded or credited the commercial fee through out the 4 years Ive been paying it which is about *****. Well 2 weeks after that phone call my service got cut off. I called and I was given the worst service with no compassion. I was told the information that the previous employee give me was not correct information even though all those calls are recorded & that it was my responsibility to know the past *** account was under a commercial account. I express to them no way will I have knew that if I know I didnt buy a commercial property and the person who set up my service should have disclosed that important they still did not care what I had to say. After basically having a whole melt down the acting manager said she will remove late fees and all I had to pay was $256 to get my services back on. I paid it on august 16. Today 10/22 I called out a heating tech because my heat wasnt working , come to find out they never turned back my services and I have a lock on my meter too. So not only do they not want to fix my account and credit me money I am owned but they took my money and still have my services shut off. I called today and wasnt able to speak to anybody. I have son who is disabled and a 2 year child.

  Business Response

  Date: 11/19/2024

  Dear Ms. ********
  
  The property of ************************ according to the company records was classified as a commercial premise since 2016.
  
  On 09/16/2019, the new customer/owner contacted the company to establish service at ********************************************************* and took responsibility for the service starting 09/27/2019.
  
  The company did not receive any notifications regarding a change in the property's rate classification from commercial to residential.
  
  All monthly bills sent to the customer included the commercial rate. There was no contact from the customer disputing the commercial rate.
  
  On 08/15/2024 the service was terminated for non-payment. The customer contacted the company, was quoted the amount necessary for restoration, paid the required fee, and an order for restoration as well as a trace line investigation, to confirm the customer claim of a change in rate class,was scheduled for 08/16/2024. The company was unable to gain access that day,preventing the completion of those service orders. Customer was left a door tag and sent a letter to contact the company to reschedule.
  
  It was not until, 10/23/2024, that the customer contacted the company to reschedule the service restoration and the trace fuel line investigation.The order was scheduled for 10/25/2024.
  
  The company successfully completed the trace line order and restored service on 10/25/2024.  The technician confirmed that the property was now residential, consisting of two living units with one meter.  As a result, the classification of the property was changed from commercial to residential foreign load.
  
  From the date of discovery, the customer will be charged residential rates moving forward. As a courtesy, the company will waive the deposit of $276.00 and the reconnect fee of $73.00. Additionally, the company has credited the account with $225.89 in late payment charges, which will be reflected in the customer's next bill.
  
  Please feel free to contact me if I can be of any further assistance.

  
  Best,

  
  ***** ********
  UGI Utilities,
  Compliance Representative

  Customer Answer

  Date: 11/19/2024

  [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: 22461294
  
  I am rejecting this response because:
  
  as I explained as a customer how was I suppose to know my property was being listed with *** as a commercial property when I never bought it under a commercial property the dead office of records doesnt even have my property listed as commercial. As a consumer it is the company duel diligence to educate the customer on their services and account and that was not done. Yes my bill states commercial rate but again as a customer I thought that was just a fee the company was charging since alot of company have Hidden fees and half the time customer have no idea what it is. The bill is not self explanatory. I dont not work for ugi so how was I supposed to know what that fee was associated with when it was not talked over with me. again it should be the companies responsibility to educate their customers on their services. 
  

  also when the technician came to my property to assess, he did not even enter the premises of my unit, he told my husband oh yeah, this property is definitely residential. I dont understand why they were saying it was commercial. It was never commercial. He did not enter my property. He did not enter my other unit property  he visually detected that it was a residential property. He also stated that the previous technician that came out to try to enter the property should have been able to assess that it was never a commercial property. 
  there seems to be a lot of miscommunication, untrained individuals & no straight answers or resolutions. I again ask that my account be credited the commercial fee I was being charged since 2019 based on the information above. No big ******************* should be taking advantage of their customers, especially in times like this and especially customers that are not probably educated on their  services. one of your employee told me I would be credited upon further investigation. You are more then welcome to pull up the phone record on July 2024 when I first contacted your representative since all calls are recorded for training purposes and youll be able to hear what your employee told me and promised me.

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

  
  

• Initial Complaint

  Date:10/21/2024

  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.

  My name is ******* ******** my account number is ************ is my account balance is $0.00 if so please send me proof that it show $0.00, And also After I have reset my password it still say this please fix for me You dont have the permission to access this account. Please contact **************** by email at *********************** or by phone at ********** and account number is ************ etc. and this You have been temporarily blocked for security purposes. Please try again later after 24 hours. If you need assistance contact **************** by email at *********************** or by phone at **********. Please fix my issue etc Please fix this for me You dont have the permission to access this account. Please contact **************** by email at *********************** or by phone at **********.My name is ******* ******** username mikemike998 is please fix this for me You have been temporarily blocked for security purposes. Please try again later after 24 hours. If you need assistance contact **************** by email at *********************** or by phone at ********** please resolve all my issues etc.

  Business Response

  Date: 11/05/2024

  Dear Ms. ********
  
  The customers service at ************************************************************************** on March 20, 2024, at the customer's request.
  
  While active, the account was enrolled in the companys electronic billing system, which allows customers to view their bills and make payments online. After a service becomes inactive, the customer can still access their online profile, however, after 180 days, inactive contract accounts will be automatically removed. The username and password would no longer be useable. The system will advise they do not have a login or incorrect information.
  
  Company records indicate that the customer last accessed his portal account on 09/06/2024.
  
  The account was paid in full on April 2, 2024, leaving the customer with a balance of $0.00.
  
  The customer reached out to the company regarding an issue with accessing his online portal and was provided detailed instructions on how to navigate his online account. He was also sent emails advising him the account balance was paid in full.
  
  The customer's online profile was removed in September 2024,when the 180 days expired.
  
  On October 22, 2024, the customer filed a complaint with the ************************* (***), regarding this same matter. 

  
  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: 11/05/2024

  [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: 22452078
  
  I am rejecting this response because:
  What is your contact information?
  
  Regards,
  
  ******* ********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 11/08/2024

  Dear Ms. ********
  
  To contact the company:
  
  Customer Care: **************
  
  Mailing Address:
  Attn: Department Name or Recipients First and Last Name
  UGI Utilities, Inc.
  P.O. Box 13009
  ******** ** 19612-3009
  
  General Account & Billing Inquiries
  ******************************
  
  Please feel free to contact me if I can be of any further assistance.
  Best,
  ***** ********
  UGI Utilities,
  Compliance Representative

  Customer Answer

  Date: 11/08/2024

  [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: 22452078
  
  I am rejecting this response because:
  What is ***** ******** contact information?
  
  Regards,
  
  ******* ********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/16/2024

  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.

  *** claims to have sent me a shut off notice and I never received in via mail or my paperless inbox then they disconnected my service. I paid to restore my service and was told by there worker that I would receive a phone call ***** minutes prior to the tech coming so that someone over 18 could let them in to restore the service. I never received the call when I contacted UGI they stated the tech came at 12:01 and no one was home I told them what there worker had stated to me the previous day and they told me that was not how it worked basically I needed to request a call. I told them I was not old that. And even after listening to the recorded call of the worker telling me that I would receive the call not that I needed to request a call the company still refused to turn my services back on stating they still had 24 hrs from the time I called to restore my services to come out now 24 hrs from when my services was disconnected.

  Business Response

  Date: 11/02/2024

  Dear Ms. ********
  
  The 10-day termination notice was mailed to the service address, and there was no returned mail from the postal service. In addition, a 3-day notice was provided via phone on 10/02/2024 and 10/03/2024. There was no response to the notices, and service was terminated.
  
  The payment was received on 10/15/2024, and an order for restoration was scheduled for 10/16/2024. Note: absent a medical certificate,the company has three days to restore the service. 
  
  The service order for restoration on October 16, 2024, did not have a "call before going." However, the service order was rescheduled, for the same day, and service restoration was completed on October 16, 2024.
  
  Please feel free to contact me if I can be of any further assistance.
  Best,
  ***** ********
  UGI Utilities,
  Compliance Representative

  Customer Answer

  Date: 11/04/2024

  [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: 22431181
  
  I am rejecting this response because: First my name is Not *******. Secondly, it was already clarified that your company was wrong and your customer service *** both of them told me that someone would call me and I was not told I had to request a call. And lastly as I stated before I did not receive any notices. Thank you.
  
  
  Regards,
  
  ****** ********