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

  1500 Paxton St Harrisburg, PA 17104-2615

• 

  U G I Utilities, Inc

  400 Stewart Rd Hanover Township, PA 18706-1457

• 

  U G I Utilities, Inc

  2121 City Line Rd Bethlehem, PA 18017-2150

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:09/06/2024

  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.

  Since April they charged me $1200 that I had from payment plan and also 300 from Ceo they said that my meters not working and they have up to five times a year to estimate my bill. I personally dont understand since April or May how my bill was that much can you please help me look into this matter? Ive called and reached out to them twice with no resolved

  Business Response

  Date: 10/01/2024

  Dear Ms. ********
  
  The customer has both gas and electric service with the company.
  
  Regarding the account in question (electric service):
  
  The customer entered into a company agreement on 03/07/2022,which consists of the Budget bill amount plus an installment plan amount. The Budget bill is reviewed quarterly and can change based on usage.
  
  During a period, when the account was on a payment agreement,the meter stopped registering usage, and the customer was billed for zero usage for eight months, from 05/30/2023 to 01/30/2024. During that period the customer continued to pay her monthly payment agreement amount, resulting in the customer establishing a credit.
  
  The meter was changed on 02/23/2024, and although, the company is permitted to render a make-up bill for previously unbilled public utility service, the customer was not rebilled for the non-registering usage.
  
  When the customer was removed from the company agreement, she had a credit, which was applied to her current charges after the meter change.  That credit was exhausted on 07/30/2024.
  
  Please refer to the account statement included, which reflects, historical usage, how the balance was established, and how the credit was applied. The account statement was sent to the customer as well.
  
  All bills rendered, after the meter change, are based on actual electric consumption registered on the meter.
  
  Regarding the $300.00 ****** The customer did receive a $300.00 ***** which was applied to her gas service per her request.
  
  Please feel free to contact me if I can be of any further assistance.

  Best,

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

• Initial Complaint

  Date:08/23/2024

  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 spoke to ugi utilitys customer service representatives for the billing department on many occasions regarding my bill and why it was running so high they didnt not have valid answer all they stated was that the meter reads and thats the monthly charge they said my home runs about 220 monthly I said to them i couldnt afford that as Im. Single mom working one job and now going to school they said theres budget billing and it was set at 66 dollars monthly then I called on July 30th on or around 4pm and the representative from the billing department was very rude and nasty and said mam your budget billing is set at 130 monthly I said how is that even possible my usage isnt that much it wasnt even that high in the winter time my income is below budget as now Im pulling back work hours due to my school schedule so now getting back to the representative she said theres nothing she can do and if I dont make a payment the bills just going to go higher and higher in a rude manner I even offered to pay 60 a month and she told me no. I recently just got a call on Monday from an 800 number stating my service was going to be shut off but there was never a letter sent out only my regular bill statement one for 390 which is the past due balance and one for this month which is 520 dollars something is not right my ppl electric bill with running 2 air conditioners during the summer was only 134 dollars there improper shutting me off by aug 26th without proper warning without any notification I told the company I was not able to afford that payment of 130 on July 30th they increased the bill without warning or I wouldnt be filing a complaint. Something has to be done because this is very unprofessional. And appalling not even my fathers home runs that high its 90 a month. Im seeking a resolution asap.

  Business Response

  Date: 08/28/2024

  Dear Ms. ********
  
  The customer entered into a company payment agreement on 04/23/2024. The agreement is comprised of a Budget bill amount plus an installment plan amount.The Budget bill amount is reviewed quarterly and subject to change when there is a change in usage. All bills rendered were based on actual meter readings.
  
  On 08/20/2024, the customer filed a complaint with 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

  Customer Answer

  Date: 08/29/2024

  
  
   Complaint: 22185420
  
  I am rejecting this response because busniess stated the bill is subject to change depending on the usage.Conversation was set with customer service at one rate ********** monthly income is changing come September.and 130 dollar budget bill amount was surprising when I called the billing department on 7/30/24 this budget bill amount was not discussed and is not an affordable payment for the amount of income coming ***** unable to afford 130 monthly. Upon reading the bill usage was higher in the winter time that should not reflect now on current bill charges when that bill was already payed down this budget amount cant just change without notifying a customer and assuming they can satisfy this budget amount its a very unfair process. And Im seeking a resolution asap 
  
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/04/2024

  Dear ****************************** bill is reviewed quarterly and subject to change when there is a change in usage, not income.

  On 08/20/2024, the customer filed a complaint with 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

  Customer Answer

  Date: 09/08/2024

  [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: 22185420
  
  I am rejecting this response because:I received a phone call on aug 20th and was scheduled a shut off on aug 26th and there was no notice left on my door the company has unprofessional practices and to be eligible for a program or budget **** *** goes based on your income for eligibility. And ugi also charges you in advance for winter usages and the puc has not reached out regarding this matter I will have to see what other options are available because this practices are unethical. 
  
  
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/16/2024

  Dear ****************************** has complied with the requirements of payment agreement based on the Budget bill amount plus Installment Plan amount, based on self-reported income level.

  The company has complied with the required termination notifications as follows:
  10-day termination notice mailed on 08/13/2024.
  3-day phone contact made on 08/19/2024.
  
  On 08/20/2024, the customer filed a complaint with the ************************* (***). No further collection activity will occur until the *** renders a decision.
  It would therefore be advisable to allow the **** complaint procedures to investigate and adjudicate the Complaint.

  The customer was mailed an application for the assistance program,Operation Share. It is the customers responsibility to complete the application, provide necessary documents, and send to the agency to review for approval, if applicable. 
  Please feel free to contact me if I can be of any further assistance.

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

  Customer Answer

  Date: 09/16/2024

  [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: 22185420
  
  I am rejecting this response because ugi did fail to follow the proper shut off guidelines company gave one phone call on 8/19/24 in the late afternoon when I was scheduled to be shut off on 8/26/24 there was no shut off notice presented on my door and I did not receive a notice in the mail on 8/13/24 as per stated by the company moving forward to the comment mentioned about sending me paperwork to fill out to be eligible for a Program with ugi on numerous occasions per customer service representatives from the financial and billing department it was stated that I was not eligible for any Programs as stated on 4/30/24 per customer representative from the billing department the company representatives are highly unprofessional unknowledgeable and very rude and nasty to customers especially when they see a customer is struggling financially they dont want to hear a thing and I think thats horrible to treat customers like that.Also I just dont understand how a bill can be so high with minimal usage when I ran 2 air conditioners everyday threw out the summer and my ppl bill was less than 200 dollars but my *** **** is 700 that doesnt make any sense and the public utility commission has not responded yet to this complaint.This is unfair as I still sit here with no resolution. 
  
  
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against UGI Utilities regarding issues with my account and unfair charges that have been levied against me.In April 2021, my son and his wife moved out of the residence at **************************************************************************. I promptly paid the final bill in full and requested that UGI Utilities disconnect the service for this address. Despite this request, UGI Utilities did not turn off the service and continued to charge the account for the basic connection fee.As no one was living at the property and the service was not in use, I did not receive any bills. It was not until March 2024 that UGI Utilities finally shut off the service and notified me via email. Up until this point, I had not received any communication regarding the status of the account.When I contacted UGI Utilities, they informed me that there was no record of my request to shut off the service and that I now owe $509. I was told that since there was no documentation of my request, I am responsible for these charges. This is despite the fact that the account had been paid off and the service was requested to be discontinued in 2021.Furthermore, UGI Utilities reported this unpaid amount to ****** ************************ which subsequently posted it on my credit report without verifying the validity of the claim. I feel that ****** *********************** is also acting unfairly by reporting this account as overdue without proper validation.I have attached a statement history showing that the account was paid off and that no service was used from 2021 until the service was finally shut off in March 2024.I request your assistance in resolving this matter. The charges are unfair, and the negative impact on my credit report is unjust. I ask for your help in addressing this issue with UGI Utilities and ****** *********************** to ensure that I am not held responsible for these erroneous charges.Thank you for your attention to this matter.

  Business Response

  Date: 08/15/2024

  Dear ******************,
  
  As per the customer, who is the property owner, a service request was made to establish service at ********************************************************************************** on 08/11/2021. All necessary information for the application was provided, and the service was successfully established as per the request. The customer did not request to add a mailing address; hence, all bills were sent to the service address.
  
  The customer did not contact the company to report she was not receiving bills nor did the company receive returned mail, since the service was established 08/11/2021.
  
  The company mailed past-due notices, and the property was posted several times, for a required maintenance inspection. The company received no response from the customer.
  
  The company has no record of the customer calling to discontinue service until 03/07/2024, and did not issue a final bill to the customer before that date. The service was discontinued on 03/08/2024, and then the final bill was issued.
  
  The company holds the customer responsible for the unpaid balance,through 03/08/2024. The unpaid balance has been sent to a collection agency.
  
  Please feel free to contact me if I can be of any further assistance.

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

• Initial Complaint

  Date:05/03/2024

  Type:Sales and Advertising 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 opened an gas account with UGI when I purchased my home in October of 2022. It was the only option to be able to gave gas in the home which is needed to heat the house. I was required to pay a $400 security deposit because I was a new customer. They broke the security deposit into installments and said once my account had been open a year I would get my security deposit back. The customer rep who explained this process to me said that around February 2024 I would get my security deposit back because that would have been 12 months after the last installment payment. I called UGI in February 2024 inquiring about my security deposit. The representative told me I was no longer eligible to receive my security deposit back because there had been times when my bill was paid a few days after the due date, however, the monthly bills were always paid. I explained to the customer service rep that no one mentioned that when the account was opened and its not legal to withhold the security deposit after the agreed upon time frame. I am owed $350 dollars plus interest.

  Business Response

  Date: 05/09/2024

  Dear ******************,
  
  The company is authorized by the ************************* (***) to request a deposit from customers who do not meet the companys creditworthiness criteria. However, deposits can be waived if the customer confirms low-income status or is enrolled in the company's Customer Assistance Program. Those criteria were not met.
  
  A public utility may hold a deposit until a timely payment history is established.
  
  A timely payment history is established when a customer has paid in full and on time for any 12 consecutive months.
  
  The required deposit was $254.00. The deposit was split into three installments and satisfied on 01/19/2023. However, the customer did not make 12 consecutive on-time payments by 01/19/2024. As a result, the company will continue to hold the deposit until the customer has paid in full and on time for any 12 consecutive months.
  
  The customer has the right to contact the ***.
  
  The company is regulated by the ************************* (***).

  The *** mediates and resolves public utility disputes through both formal and informal complaint processes. The ***s ****** of ******** Services,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

  Customer Answer

  Date: 05/09/2024

  [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: 21665085
  
  I am rejecting this response because: I was not informed that each month the payment must be on time to receive my security deposit back. I did not qualify to have my security deposit waived in the beginning. My account is not past due and it was explained to me that the money would held if the account is past due. It's been well over a year and I disagree continuing to hold the money for another 12 months. I am a single mother with 3 young children. I pay my bill every month and at times it is a few days after the due date because it's the best I can do with the funds available. I have never not paid the bill. 
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/13/2024

  Dear ******************,
  
  The company position has not changed. The records indicate that the customer was informed, and was provided with options to waive the deposit.
  
  The customer has the right to contact the ************************* (***).

  The *** mediates and resolves public utility disputes through both formal and informal complaint processes. The ***s ****** of ******** Services,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:04/26/2024

  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.

  Ugi shut our gas off and is now refusing to turn it on bc they are saying my home is a commercial residence. It is a single family home we own. We bought it 2 years ago everything we have says single family home and they wont let us use anything to prove it. We are without heat with a child and a serious medical condition due to this.

  Business Response

  Date: 05/09/2024

  Dear ******************,
  
  The service at *************************** was terminated on 04/25/2024, following the regulation for a multi-unit/Landlord/Tenant account.
  
  On 04/26/2024, the customer was advised he needed to pay the full balance to restore service. The customer explained that this is a single-family home, and not a landlord/tenant situation.
  
  The company scheduled and completed a Trace fuel line on 04/29/2024, confirming that it is now a single family home. The customer paid the required reduced restoration amount, and service was restored that same day.
  
  The customer has the right to contact the ************************* (***).

  The *** mediates and resolves public utility disputes through both formal and informal complaint processes. The ***s ****** of ******** Services,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:04/20/2024

  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.

  Ugi is threatening to shut off electric utilities, they state that I do not live at address, I had opened utilities/ bill since September of 2023, yesterday 4/19/24 I received a shut off notice for utilities to be shut off on 4/22/24, when I called customer service they stated that I do not live at address and will be shutting off my electric, that someone else lives at the address, **** has been paid in full and up to date and I have not had an issue or problem prior. and I do not know what to do, I have attached various other bills in my name as well as pay stubs as proof of address and residence

  Business Response

  Date: 05/02/2024

  Dear ******************,
  
  This matter has been resolved. The account is not in threat of termination.
  
  Please note: *********** received a complaint from the ************************* (***) on 04/22/2024.
  
  The *** mediates and resolves public utility disputes through both formal and informal complaint processes. The ***s ****** of ******** Services,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 ***s 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: 05/02/2024

  [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:12/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've paid the past due amount of $69.00 on November 4, 2023. I understand that UGI attaches a late fee of no more than $1.00 on every bill. The problem is, they locked me out twice to make online payments. This all started when my checking and savings accounts were hacked back in January, 2023 and UGI has been penalizing me for returned checks on the same checking account that was closed out. I was given a new account and routing number from my bank. When I contacted UGI months in advance, they've ignored all the information provided to them and decided to lock me out of online payments from my UGI account. UGI has always charged the amount owed (with the autopay option) to my personal checking account since the time I moved to my new residence back in 2020. Now that my account is restricted. I have to call them directly by their telephone number during business hours and it inconveniences me as a consumer because I work the same hours they do and sometimes I can't get a hold of them due to a high call volume. UGI needs to hire more people to handle matters instead of having the computer do everything for them! There's no excuse for this while they are short-staffed. If they want me to pay the current amount owed for the month of December ($136.96), they need to remove the restriction from my account so I can pay them directly. I don't need an agent to resolve matters for me. They don't do anything else but collect payments for UGI. Take the restriction off my account so I can pay my bills on-time.

  Business Response

  Date: 12/13/2023

  Dear ******************,
  
  The company is regulated by the Public Utility Commission (PUC) and is approved to charge late charges not exceeding 1.5 % of the past due amount.
  
  The company Tariff (approved by the PUC) authorizes the company to impose a return check charge of $35.00, and the company may require a customer to tender non-electronic payment after the Customer tenders two (2) consecutive electronic payments that are subsequently dishonored, revoked, canceled or otherwise not authorized.
  
  The customer was enrolled in the autopay program. The payments were returned by the bank as a closed account. The two returned checks in the 12 month period were why the company had requested another form of payment and was removed from the autopay program.
  
  The company is willing to remove the restrictions for payments by check. The customer is required to update his banking information.
  
  Please feel free to contact me if I can be of any further assistance.

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

• Initial Complaint

  Date:12/01/2023

  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 get told that my appointment time is anywhere between 9:00 a.m. and 4:00 p.m. I'm an only parent I have to work they say that they will call before they come they just show up at my house and then leave don't even leave a notice that there that they were here , didnt call like they said and won't come back the same day, wants me to schedule another day for them to come out that would be from 9:00 a.m. to 4:00 which I would have to miss time from work again to wait for them because I have to be here for the service

  Business Response

  Date: 12/15/2023

  Dear ******************,
  
  The company is regulated by the Public Utility Commission (PUC).
  
  Per the regulations when a customer is terminated for non-payment, and makes the required payment to restore the service, the company is required to restore the service within 3 calendar days. If the original scheduled appointment is missed or the company does not have the required access, then restoration is scheduled according to the next available date.
  
  Access is required to the gas appliances for safety reason to assure the appliances are operating safely once the gas service is restored. The time frame non-emergency orders are scheduled are between the business hours of 8:00 AM and 4:30 PM. The company offers a call before going to the property no more than 30 minutes before arrival.
  
  The customer made the required payment on 11/29/2023. Service restoration was scheduled for 12/01/2023, which is within the 3-days required. The customer was informed someone over the age of 18 must be present. The company was at the property on 12/01/2023. The call before requirement was not included in the order, only notes that someone over 18 would be there. The technician went to the property and knocked ion the door. There was no answer. A door tag was left to call and reschedule.
  
  The customer called the same day to reschedule and as part of the requirement on the order for technician, a call 20 minutes before going at ************ or ************, was added. The service restoration was scheduled and completed on 12/02/2023.
  
  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 PUC’s Bureau of Consumer Services, which manages informal complaints, is staffed by personnel with specific utility subject matter expertise. The PUC 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

  Customer Answer

  Date: 12/15/2023

  They didn't leave no tag on the door and they said they'd call before coming which they never did and said they would be out later that day  and they never showed up , said they were at my house at 349 pm  but they weren't i have cameras on my porch and i was home waiting for them , and again there was no call when there should have been , dont listen to puc they're lying about the  so called phone calls 

• Initial Complaint

  Date:11/12/2023

  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.

  In the month of august I reported that my landlord is trying to make me pay for Ugi gas heat for the entire building when it’s labeled as 2 apartment. Ugi came out and and said it’s a foreign load that I would only have to pay for my gas water . APT number 2 was already in my name and Ugi allowed the landlord to end my service and now Ugi turned off my gas I have no hot water and no stove to cook for my child. It is illegal to go into someone else’s account and order services off when the occupant paid all bills and is still occupying the apt. Turn the gas back on and investigate the PUC complaint involving illegal usage going back 6 years

  Customer Answer

  Date: 11/14/2023

  Our service has been restored and the company has an investigator for a PUC compliant that was filed. 
  

  thank you

• Initial Complaint

  Date:11/03/2023

  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.

  Gas shutoff yesterday 11/2. My past due was only 280 dollars. It’s 26 degrees outside. Called and paid. Was told they can’t come till Monday 11/5 to restore service. Quick to cut off it freezing temperatures. Slow to restore service.

  Business Response

  Date: 11/06/2023

  Dear ******************,
  
  The customers service was terminated for non-payment on 11/02/2023.

  The customer contacted the company on 11/03/2023 for restoration requirements. The customer satisfied those requirements, and service restoration was scheduled for 11/06/2023.

  The company is approved 3 days from the date the payment is verified to restore service, unless the customer sends a medical certificate,then the service must be restored within 24 hours.
  The company received a medical certificate on 11/03/2023, and the service was restored on 11/04/2023.
  The company received a complaint from the Public Utility Commission (PUC) on 11/03/2023.
  
  The PUC mediates and resolves public utility disputes through both formal and informal complaint processes. The PUC’s Bureau of Consumer Services, which manages informal complaints, is staffed by personnel with specific utility subject matter expertise. The PUC also has dedicated administrative law judges with expertise in public utility practice who oversee formal complaints.
  
  It would therefore be advisable to allow the PUC’s 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: 11/06/2023

  [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: ********
  
  I am rejecting this response because: UGI cut me off it was 26 degrees outside. This company procedures are detrimental to society. Customer service was absolutely no help. 
  
  Best Regards,
  
  ***********************