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.

close

Find a Location

U G I Utilities, Inc has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:03/27/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 was billed for a security deposit. I am an existing customer for years and have always paid my bill. After speaking with customer service today, I was told I had a security deposit attached because I have paid late 11 out of 12 months. I HAVE NOT. I go onto the company website on or before the due date and pay online. They are holding payments longer than any other online bills I am paying. If they are considering my bills late due to THEIR slowness after I pay online on time, this is their fault not mine and I should not have had a deposit. I want the deposit I paid refunded to me. Also the customer service rep said the deposit was 2x my normal monthly bill. My bills have been around 65 a month and this deposit is over $300!!! How is that double my bill? I am asking for the deposit refunded as it was unscrupulously attached and my bill paying is not late 11 out of 12 months. Their WEBSITE and their system is slow.

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for the UGI natural gas furnace rebate worth $500 in Nov. '22. We did not get our rebate by the allotted time frame, I called them on 1/3/23 and spoke with *****. Was told that the "payee" was HVAC Distributors. This was incorrect, the payee needed to be ****** *******. She told me I would have to fill out a corrected application. 1/4/23- Received an email with corrected application form, I filled this out on the same date, and emailed it back per request. 1/4/23 called, spoke to ***** to verify email was received, she advised that I also send it to "[email protected]," so I did that day. Multiple follow-up phone calls were made on 1/10/23, 1/23/23, and 1/30/23 to confirm the payee and address were correct. I was told every time that it was not changed, but assured it would be taken care of and sent to manager. 1/30/23-Spoke with ***** and was informed that the address was STILL not changed to the correct address. She assured me that this would be taken care of right away and she also ASSURED me that it would be another 1-2 weeks before the checks would be issued. 2/14/23-The online rebate checker states that a check was issued and the rebate was processed on 1/24/23. So, I spoke with ***** on this day, who stated there would have to be a "re-issue" of the check and would take 4-6 weeks. She told me that they would need to confirm with HVAC Dist. that they did not cash the check. I asked what I needed to do and she told me to "sit tight." 2/21/23-Spoke with ***** regarding an update on the "reissue." I asked to speak with the manager twice and was denied. I then asked for a check #. I was told that she could not give me that information and that would need to come from another department once there was a stop payment issued. I questioned why a stop payment had not already been issued since I called 1 week ago and it was known that it was sent to the wrong place and she couldn't give me an answer.

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  UGI without my permission drilled on my property causing damage to my driveway and sidewalks. I talked to the contractor company and UGI representative about my issues. They promised to fix to my satisfaction, but this wasn't the case. They fixed to their satisfaction and left. The new sidewalk they poured is already cracked as well as the driveway they destroyed with their equipment. My driveway was a patch fix that looks horrible and is already failing. How is it legal for a company to hire the cheapest contractors they can find to do the job and when they destroy my property I have no means of restoration to my satisfaction. UGI is the worst company to deal with and only are concerned about making money. They have no care for the homeowner that is paying the property taxes.

  Business Response

  Date: 03/27/2023

  Dear ******************,
  

  ******************** is not a UGI customer.

  In August 2020, UGI notified the current residents of brining natural gas service to their neighborhood through its innovated GET Gas program.   

  UGI first met with ******************** in May of 2021 while surveying the restorations that would be needed after the contractor completed a main installation project in that neighborhood via directional drilling. At this precise property, there were two concrete sidewalks, 12' of concrete curb and some macadam restorations needed to be restored. The macadam was in the driveway where the contractor had excavated a hole to spot the water service before horizontally drilling the gas main in place.  ******************** was informed of the restoration process and how UGI would restore both sidewalks, concrete curb, and the macadam in the driveway. ******************** did not want just the portion of the macadam fix; he wanted the entire driveway redone. ******************** was advised that UGI would only be restoring areas that were within our right of way and the municipalities right of way. 
  
  In December of 2021 UGI received a complaint from the customer that his sidewalk had cracked, and he wasn't happy with the macadam restorations that had been performed on his driveway.  An inspector went to that location to assess the complaint.  The inspector found that the joint line in between the concrete sidewalks that had been restored was cracked.  However, that is the purpose of the joint line, it prevents concrete from cracking in random spots due to heaving, sinkage, or movement of the ground around it.  The homeowner was not home at the time, so the inspector left his business card for him to call about the complaint.
  

  It is UGIs position that the necessary repairs were made and no additional work, from UGI, is required.

  A second site visit was made on March 20, 2023, to discuss this matter with ********************,but there was no contact. A card was left at the property, to call the inspector, if he wishes to discuss.  

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

  Best, 

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

• Initial Complaint

  Date:10/24/2022

  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 had a serious burn to my Leg in April of this year , I was off work for 3 months , I had called UGI to try to discuss my problem or work something out , they said because I was already behind on payments , they couldn't help me out, so my gas has been shut off since May of this year , I am back to work now full time , but still behond on all bills , everyone else is willing to work with me execpt UGI , and since its getting colder , I have no heat or hot water , so things are getting cold

  Business Response

  Date: 11/07/2022

  Dear ******************,

  The company entered into a payment agreement with **************** in June 2021. That agreement was not complied with and the service was terminated in June 2022.

  On September 12, 2022, UGI received an email correspondence from ****************, wanting to know what he needed to pay to restore service.  An email was sent back to him advising him that additional sensitive information must be obtained from him and directed him to call the company to discuss the restoration requirement.

  To date, **************** has not called the company.  

  The Company is willing to talk to **************** and discuss reduced restoration amount, if applicable.

  Please direct **************** to call our Customer Care Center at 1-800-276-2722.

  If contacting our Customer Care Center does not resolve his concern, he has the option of filing an Informal Complaint with the Pennsylvania Public Utility Commission at **************.

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

  Best,
  

  Rose W*******;