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: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at that time and because it was a holiday, they would not be back until Monday.The payment I made was successfully withdrawn from my account.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,
  
  ****** ********
  
  
  
  
  
  
  
  
  

• 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