Business Profile

Gas Distributors

U G I Utilities, Inc

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Complaints

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

Customer Complaints Summary

51 total complaints in the last 3 years.
16 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/15/2023
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.
This is the 2nd time in 4 months that my bill and usage have been overly high. The first time was in May, and my usage was more than in February of this year 2023. Their customer service hours are the same hours that I work and had to take a day off just to be on hold for hours. When I was finally able to talk to a human were useless and said there was nothing they could do but pay the bill and suggested I had a gas leak. Really? Nothing could be wrong with their meter or meter reader. I've lived in this house for over 25 years and it still the same meter! I know how to read the gas meter and if I'm having trouble reading it, so is the meter reader. I thought that was the end of it, but sadly it happened again. August usage was higher than in December of 22! The hottest July on record and I'm using more gas than in December. I have had the plumbing and heating contractor out twice to check for anything wrong with my hot water heater and furnace and check for leaks. No leaks. So now I have to take off another day of work to be on hold for hours, only to be told there is nothing I can do be pay the bill. The BBB should investigate UGI.
Business Response
Date: 09/07/2023
Dear ******************,

The company has reviewed the meter reads, and the historical consumption of the account.

The meter was replaced on 08/21/202. That meter was tested 08/30/2023 at out Meter testing facility.
Removed meter #******, tested at +0.95%, which is within the +/- 2% variance approved by the PUC.

Based on the meter reads correcting the May and June bills,and the corrected meter read at the time of the meter removal and replacement, the company has adjusted the August bill from 129 CCFs to 29 CCFs, which is more in line with the historical consumption. The customer was mailed the corrected bill.

Upon receipt of the corrected bill, if the customer wishes to further discuss this matter, he should contact company.

The customer also has the right to contact the Public Utility Commission.
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
Initial Complaint
Date:08/14/2023
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.
UGI shut off with my service with no notice at all. They said they mailed something but it was never received.
Business Response
Date: 08/23/2023
Dear ******************,

The customer received all proper notification before the termination of service.
The customer has now filed a complaint with the Public Utility Commission, received 08/15/2023.

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.

At this time, the company requests the matter be managed by the PUC.

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

Best,

UGI Utilities,
Compliance Representative
Customer Answer
Date: 08/23/2023
[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:
I did not receive any notification and they have no proof I did.

Regards,

*******************
Initial Complaint
Date:08/11/2023
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.
On March 12, 2022 during a snow storm a tree fell on a high voltage power line in our front yard. The tree was on the power line and caused the pole in our yard and on the road to bend inward leaving the power on line on to hang very low. UGI came out that day and removed the tree and told is they would return once the snow melted to straighten the poles. In spring they never came so we then contacted them again. They came out and sprayed some type of spray foam in the pole hole because the poles were bent more than they thought and to help stablize the poles. They told us at that time they needed to order tension wire for each pole. Each pole needed to be pulled back to be put straight again. They never came and we never heard from them again. We contacted them in January 2023 to come back to fix the low hanging power lines. A supervisor came out and said the tension wires were needed and work would be completed soon. Then in April we called again because noone came back. Then a lineman crew came out and said there was nothing they could do. They told us the tension wires have not been ordered yet and that they had to send an engineer out. Then in July still no word so we contacted them again and the same lineman crew came out and then told us the poles are leaning inward even worse leaving the high voltage wire hang lower, in our front yard. They said again told us the same thing tension wires and engineer are still needed. A few days on July 27, 2023 later a supervisor from the electric divison called us and stated the work would be completed in 2 weeks. On August 10, 2023 (two weeks later) still no word or repair made. We then contacted UGI again and was told a supervisor would be calling us back from the electric divison. No contact was made so then we called back again August 11th and requested to speak with a supervisor and was agent refused to put her immediate supervisor on the phone and we would be contacted back by supervisor by the end of the day. This high voltage line lays very low in our line. We have young children and fear letting them play in the front yard due to the low high voltage power line.
Business Response
Date: 08/23/2023
Dear ******************,

The company was at the property when the initial incident occurred in 3/2022, and completed the work required at that time to straighten the poles, and re-sag the wires for the safety of the customer.

The company was at the property on 08/18/2023 and measured the company’s lines were meeting *** requirements. The lines are 13” from the ground, which meets *** standards. The poles were stabilized.
There are no safety concerns at the property.

The customer has filed a complaint with the Public Utility Commission (PUC). The company requests that the PUC manage the informal complaint.

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: 08/23/2023
[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: This BBB complaint pre-dates our filing a PUC complaint. The generic response given by the UGI Compliance Representative that the line "is 13' feet from the ground which meets *** standards. The poles were stabilized." This may satisfy a PUC complaint requirement. But the facts of the matter and what the representative fails to mention is that UGI Lineman actually came out and installed a tension wire on the pole nearest to my house on August 17th, 2023. The next day August 18th, 2023 I first spoke directly with an UGI electric division Supervisor whom stated to me that a crew would be returning today to install a tension wire at the pole closest to the road and assured me this work would be completed by August 21, 2023 at the latest. Due to an error on UGI's Engineering part this was not done due to some type of Penn-Dot roadway requirements. As previously stated in my initial complaint this has been an ongoing issue since March 27, 2022. I have been told numerous times that a tension wire was needed on both poles and would be installed. As what should be a valued customer I expect for UGI to complete the work that they have told me numerous times was needed and follow through with what they said would be completed. I have wasted countless hours of my personal time dealing with there companies useless customer service call center and the incompetence of there local electric division leadership with no resolve to date.
Regards,

****** & *********************
Initial Complaint
Date:08/08/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Around August 2022, I opened up an account with ugi and had to put a security deposit of $250.00. I moved May 1st 2023, and closed my account and was due a refund of 149.07. I was promised that a check would go out for the amount of 149.07 on May 30, 2023. It is now August and I still did not receive it. I’ve been calling them almost every week for status. Last week they said they reissued a check on July 31st 2023, and I still did not receive my refund. Attached is a screenshot from my phone showing my refund amount on the ugi website. I get mail delivered to mu new address all the time, and I confirmed multiple times with ugi that they have my new address, and they confirmed that they’ve sent for checks to *** * ******* ***, Scranton PA *****
Customer Answer
Date: 08/09/2023
I just wanted to provide some more information to help you locate my ugi account:
The service address is **************************, Scranton, PA *****.
The account number is: ************
The refund amount is: $149.07
The address to send the refund amount is: ***************************, Scranton, PA *****
Business Response
Date: 08/16/2023
Dear ******************,

The customer discontinued his service at **** ******* **., Scranton on 05/04/2023. The customer’s deposit and interest of $257.19 applied to the final bill, paying any charges that were due and the final bill balance was a credit of $149.07.

Credit refunds are returned to the customer is the form of check and may take approximately 30 days for processing.

The customer contacted the company on 05/23/2023 after receiving his final bill, inquiring when he can expect his refund. The company explained that the processing time is approximately 30 days. The customer understood. The customer provided the mailing address of *** ** ******* ***., Scranton, PA. *****.

The customer contacted the company on 06/27/2023, explaining he had not yet received his refund check. The company reported that according to the company’s records, the check was printed and mailed on 05/30/2023. The customer explained he will look for check.

On 07/05/2023, the customer contacted the company explaining he had not received the refund check. The company representative sent a request to the company’s Accounts Payable Department to research the refund check status.

On 07/28/2023, the company's Accounts Payable department confirmed the check was not cashed and was returned to the company due to an incorrect address. The check was re-mailed on 08/13/2023, to the correct address.

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

Best,

UGI Utilities,
Compliance Representative
Customer Answer
Date: 08/16/2023
[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: I feel like the company has been fooling around with me, and not trying to give back my credit in a timely matter, or perhaps they did not intend to give it back, hoping I would forget. Some things do not add up.

For example, if I contacted them before they issued the check and provided them with the correct address, why was the check still sent to the wrong address? Another thing that’s strange is that the wrong address they used was my address before I moved to **** ******* ******, which is *** **** ******, Scranton, *****, and I also have mail forwarding from that address, and I’m still getting mail that’s being sent to that address, so how did the check get returned? I should’ve received it via mail forwarding.

Also, why does it take 30 days from when the check was issued for me to receive it? Are they using the postal service to mail it or is someone from the company that is on foot going to hand deliver it to me? When I called UGI to confirm that they have right address, I also inquired about why it takes so long to receive it and will it take another 30 days since they had to reissue the check. They couldn’t give me an answer as to why it takes so long, but they promised me that it wouldn’t be another 30 days. However as of now, I’m still waiting for check.

Now if nothing nefarious is going on, they at least dropped the ball by failing to send the check to the correct address. And for their mistake, they could’ve at least sent it priority or express mail to make sure I received it timely and not continue to wait.

But I think something is nefarious is going on… they are probably collecting interest with my refund in some interest bearing account, and they probably thinking that would forget, therefore keep the money and continue to get interest.

I reject their response until I’ve received my refund. Again, since they dropped the ball, they should’ve made up for it by sending the the reissued refund via *****, ***, or priority mail. Once they receive this response, they can still make up for it by canceling the 2nd check if it’s going to move at a snail’s pace, send me an email that the 2nd check was canceled, like they did with the 1st check, and then reissue the 3rd check and send it express mail, inform me of this action, and begone with this whole situation. But I doubt they would do that.

Regards,

***************************
Customer Answer
Date: 08/17/2023
You can close out the case. I received my refund today and already deposit it into my bank.
Thank you for your assistance BBB.
Initial Complaint
Date:06/21/2023
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.
UGI put in a new gas line connection on my front property and in the road in front of my house at ****************, Bethlehem, PA ********* over a month ago. This gas line installation request was from my neighbor on ********* near my house. They took out a section of my sidewalk which has not been correctly replaced with like-kind concrete. Also several sections of asphalt on the road in front of my house are caving in and are an urgent safety issue and need to be repaired properly and quickly. These sections of asphalt were removed during excavation. Please repair and replace these property items immediately.
Business Response
Date: 06/28/2023
Dear ******************,

UGI had completed a short main extension on **** *****, Bethlehem, PA, which started 05/15/2023 and was completed 05/26/2023. The work which was required affected the sidewalk of *************** Bethlehem.

On 06/22/2023, UGI had their contractor ***** at the premise to temporarily patch the sinking trenches. The contractor had spoken with *************** and updated him with the process of completing permanent repairs.

**************** was satisfied with the information and the plans for permanent repairs.

The sidewalk permanent repair was completed on 06/23/2023.The street restoration was completed on 06/27/2023.

Please feel free to contact me if I can be of any further assistance.
Best,
***************************
UGI Utilities,
Compliance Representative
Initial Complaint
Date:06/20/2023
Type:Billing 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 shut off the gas to my home. I was placed on a payment plan in March 2023 and was told my first payment was due in April 2023. The payment was approximately 280$. I paid 300$ in April and in May, and I am currently due in June. They shut off the gas June 20th. I never received a 10 day notice of shut off, nor was I notified via email. I am not behind on my payment plan and again I never received a 10 day shut off notice. They refuse to turn the gas back on.
Business Response
Date: 06/23/2023
Dear ******************,

****************** entered into a company payment agreement on 02/28/2023 for $270.17 per month for her balance of $529.98 to begin with her March bill.

However, her payment of $650.00 that was made on 02/23/2023,prior to her payment arrangement, was returned was for insufficient funds. That payment became due immediately, since it was not part of her payment agreement.

UGI received a payment of $300.00 on 04/10/2023, which was not enough to cover the returned check and installment plan.

On 05/02/2023, UGI mailed a 10-day termination notice for $890.34 to ************************* West Lawn, PA with a termination on or after 05/15/2023, not to exceed 60 days. UGI did not receive returned mail from the postal service. Additional calls were placed to the phone number on file with message left on her answering machine regarding the past due amount due.

UGI received a payment of $300.00 on 06/01/2023, which was not enough to cover the remaining returned check amount and installment plan.

The company provided all proper notification before the termination of service on 06/20/2023.

****************** contacted UGI on 06/20/2023, and she was informed that although she had made a payment, she did not satisfy the full amount required to stop termination of service and was provided the amount of $422.82 to restore her service.

****************** made the required payment 06/21/2023, and the service was restored on 06/23/2023. The remaining balance was entered into a company payment agreement of $296.62 a month. ****************** was satisfied and did not need further assistance.

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

Best,
***************************
UGI Utilities,
Compliance Representative
Customer Answer
Date: 06/23/2023
[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:
When I made the payment agreement it was after, not before, the failed payments. If the payment went through I wouldn’t be calling for a payment arrangement. So therefore I made the payment arrangement after the failed payment attempt. At that point, the individual who helped with the payment arrangement stated to me “you owe nothing today, and your first payment is due next month”, which next month was April. So again I did not violate the payment agreement. I was not behind.

I do not appreciate you guys twisting and manipulating the events that occurred. My story has stayed the same. And so far, this is the third different story I have gotten from UGI.

Regards,

*************************
Business Response
Date: 07/01/2023
Dear ******************,

When payments are returned, the customer may receive notification from their financial institution before the company receives notification of the returned payment.

The company spoke with the customer on 02/28/2023 and entered into a payment agreement for the balance of $529.98 which was the balance due at that time. The system would only allow a payment agreement to be entered on a balance that is currently due.

The company received notification of the returned payment after the payment agreement was entered.

The company sent notification that the payment was returned,in addition notices of the past due amount prior to sending the termination notice. If the customer would have contacted the company the payment agreement could have been re-evaluated and adjusted to include the total balance due.

The payments received after 02/28/2023 totaling $600.00 did not cover the returned amount due, and the payment arrangement amounts due,which lead to the termination of service.

Service was restored on 06/23/2023, and a new payment plan was established for $1215.01.

As a courtesy, for any misunderstanding, the company has removed the request for the security deposit and reconnect fee.

We hope this resolves the matter.

Please feel free to contact me if I can be of any further assistance.
Best,
***************************
UGI Utilities,
Compliance Representative
Customer Answer
Date: 07/01/2023
[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:06/18/2023
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.
Entered into an installment plan to pay off balance of utility bill owed. It has been almost one year and the billing is showing that money is being added to my bill that is supposed to go towards the installment plan. On my monthly bill it is also showing that the installment balance has not changed any and that no money is being put towards it even though there is money that is showing it is goi g towards the balance. The company has not been any help in figuring it out. The billing has not been corrected. Im a bit concerned that the money I am being billed is not going towards the amount.
Business Response
Date: 07/01/2023
Dear ******************,

The customer was placed on a company payment agreement on 08/26/2022 for the balance of $796.32, and a 36-month pay-off installment plan.

The company has reviewed the installment plan for $796.32 and discovered the bill print was not reflecting the payments that were being applied to the installment plan.

To rectify this, we have updated her payment agreement based on her current balance of $545.78. The updated terms are $247.12 per month ($225.00 for Budget Billing and $22.12 for installment). If ****************** wishes to opt-out of the payment agreement, she can contact the company to request removal.

The statement of account is included in this response to reflect how the payments were applied.

Please feel free to contact me if I can be of any further assistance.
Best,
***************************
UGI Utilities,
Compliance Representative
Customer Answer
Date: 07/03/2023
[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:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory to me. As they may have updated it per their response to you they have canceled it on my end and I have just received a bill totaling $745.78. I received this bill July 3,2023 and the due date of this bill is July 19, 2023. The bill reflects a cancelled installment plan of ******. The ****** is more then the amount they told you.

Regards,

***************************
Business Response
Date: 07/12/2023
Dear ******************,

In order to re-enter the payment agreement, the balance had to come to a true-up, which was reflected on the bill that was issued. However, the payment agreement was re-entered and is showing on the most recent bill issued on 07/07/2023.
The customer should be directed to the company to address any further questions or concerns.
Please feel free to contact me if I can be of any further assistance.
Best,
***************************
UGI Utilities,
Compliance Representative
Initial Complaint
Date:06/08/2023
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 requested a payment plan/shut off extension with them and they denied me. I only needed 10 days.
Business Response
Date: 06/09/2023
Dear ******************,

Based on our initial review, the subject matter of the Complaint is within the exclusive jurisdiction of the Pennsylvania Public Utility Commission (“PUC”). The PUC’s jurisdiction includes disputes over “the reasonableness, adequacy, and sufficiency of public utility service. A PUC complaint was filed by *** ********** and served to UGI on 06/08/2023.

The PUC mediates and resolves public utility disputes through both formal and informal complaint processes. The PUC’s Bureau of Consumer Services, which addresses 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 to investigate and adjudicate the Complaint.

There is currently a stay of termination on *** ***********’s account, pending The PUC’s review and decision on the matter.

Please feel free to contact me if I can be of any further assistance.
Best,
***************************
UGI Utilities,
Compliance Representative
Initial Complaint
Date:05/15/2023
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 have been trying for two solid weeks to make a payment arrangement on an old account and I have been hung up on 11 times in 2 weeks. I get the same excuse over and over again that there's problems with the system and they're going to transfer me to somebody else and then they just hang up on me. On the occasion that I do get transferred to somebody, they speak such broken English that I can't understand them and have to keep asking them to repeat themselves. They offer to get me to a supervisor and then hang up on me. I don't have anybody that has actually done anything at all to help me in the two weeks that I've been trying to resolve this outstanding debt. This is the reason why people let things go to collections, they get no help and then get blamed for when they're not being provided any service . I have already reached out to the Attorney General's office and I have on videotape being hung up on twice. I get the same foolish nonsense from every single agent that I speak to there and if I don't get this resolved Im going to turn evidence over to the atty generals office
Business Response
Date: 05/18/2023
Dear ******************,

The company has researched **. ******* complaint.

The only account UGI has in our records is an old account for service at ******************* Shippensburg, PA. Account #************. This account has been paid in full since 12/15/2020.

The company additionally searched our records for any calls coming in from the phone number he provided of ************, and the company had not received any calls from that phone number.

The company tried to contact **************** at the phone number provided. There was no answer, the call went to voicemail, and a message was left to contact UGI Customer Care at ###-###-####.

For our company to further research **. ******* complaint,additional information is required.

The company is requesting **************** provided the service address that has the outstanding balance he is referring to.

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

Best,
***************************
UGI Utilities,
Compliance Representative
Initial Complaint
Date:04/30/2023
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.
On April 3rd i received an automated call at 9:45am from ugi stating my service is going to be shut off I’m like what is this as I never ever in my 8 years of having ugi have I ever recognized a call like that I never received a paper shut notice via mail upon calling ugi to explain my financial heartship the hold times for the hole month of April were unacceptably high 45 minutes 2 hours.I have not worked full time since march 2 in which put me in a financial situation as a single mother it has been rough as it is now for ugi to shut me off is appalling.there’s lack of communication within the company and customers and I feel this was an in proper shut off.one automated phone call follow by a yellow notice on my door on Tuesday April 27th. The calls are recorded and a representative said that the wait times were very high as well this is an unfair situation and I’m asking for resolution asap.
Business Response
Date: 05/03/2023
Dear ******************,

Please be advised that proper termination procedures were followed, in compliance PA PUC regulations.

*** ***** is enrolled in UGI’s Customer Assistance Program (CAP).

On March 6, 2023, *** ***** was mailed a reminder notice for her past due CAP balance, at that time, of $254.

On March 21, 2023, a 10-day notice was mailed for the past due balance of $254.00, with a termination date on or after 04/03/2023. UGI did not receive any returned mail from the postal service.

On April 3, 2023, three-day personal contact was completed, via phone, to the phone on record.

UGI did not receive payment, nor contact, and service was terminated on 04/27/2023.

04/27/2023, *** ***** called the company, and was quoted, $453 to restore (current past due CAP balance of $380 + $73 reconnect fee). She was provided Crisis information and other options for restoration.

On May 3, 2023, UGI received a LIHEAP crisis approval for $453. The reconnection of service will be scheduled when *** ***** arranges access to the meter and appliances. *** ***** can contact UGI to arrange access for restoration, if she has not done so already.

Please note, that at times, UGI may experience higher-than-normal call volume and apologizes for any inconvenience caused to *** *****. We value our customer’s time, and customer satisfaction is our top priority. This matter will be relayed to the appropriate department.

During times of peak call volume, customers have several self-service options available on ugi.com. Customers can pay their bill, request to start, stop, or transfer service, and submit an account/billing inquiry via the UGI website. Customer Service can also be reached at [email protected].
*** ***** also has the right to contact the Public Utility Commission (PUC).

The PUC mediates and resolves public utility disputes through both formal and informal complaint processes. The PUC’s Bureau of Consumer Services, which handles 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: 05/04/2023
[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 States that they sent me verification that there was a shut off notice issued via mail and nothing was send back as a rejection to the postal service I did not receive anything threw the mail except my bill then on April 3rd an automated recording called me at 9:45am stating my service was going to be suspended on that day. Then I was completely shut off on April 27th.There is poor communication within the company to not determine an accurate shut off date for the customer Long hold times are appalling. When I did call in to see what the past due balance was the representative agreed as well that the hold times to speak to someone where extremely high it’s unfair to the customer as also as of march 2 my financial situation changed and I became unemployed from my full time position so there for the bill fell behind and ugi fails to recognize or understand any hardships and doesn’t comply in any payment arrangements as I tried in the past they have budget billing in which is not effective if a customer is out of work it leaves s customer unable to catch up on there bill I find thousands of customers are in the same situation no payment arrangements and ugi fails to work with there customers during any hardship times.
Regards,

***********************
Business Response
Date: 05/05/2023
Dear ******************,

Please be advised that UGI spoke with ************** on May 4,2023 and informed her that the company received a LIHEAP Crisis approval for $453.00,and completed the service restoration on 05/05/2023.

Enclosed please find copies of the reminder notice and 10-day notice mailed to **************. UGI received no returned mail.

Company records indicate two phone calls were received:

On April 7, 2023, *** ***** contacted UGI. However, that was a company Holiday, the office was closed, only the emergency queue was open.

There is no record of any other attempts to contact UGI prior to termination on 04/27/2023, from her phone number on file of ###-###-####.

On April 27, 2023, after the service was terminated, *** ***** contacted UGI, and according to UGI phone records, her wait time was 1 minute 63 seconds before a representative answered her call.

During times of peak call volume, customers have several self-service options available on ugi.com, including the option to request a call-back if they choose not to wait on the line for a representative.
Other options available to customer, is they can pay their bill, request to start, stop, or transfer service, and submit an account/billing inquiry via the UGI website. Customer Service can also be reached at [email protected].
The company anticipates *** ***** is satisfied with the information provided.
Please feel free to contact me if I can be of any further assistance.
Best,
***************************
UGI Utilities,
Compliance Representative
Customer Answer
Date: 05/08/2023
[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:As stated by a prior representative saying even though ugi send shut off notices via mail doesn’t mean they actually got to me in which I only received one letter from them which was advertising natural gas.I’m rejecting the business response because I feel I was improperly shut off without exact notice. One recorded call on April 3rd at 9:45am and a few representatives for the company had said there was high call volumes from the end of march to mid April in which is unexceptable like i stated in my last response long hold times ugi fails to work with customers that are going threw hardships and improper shut off notice those are the three factors in which I’m rejecting there response

Regards,

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

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