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

  1500 Paxton St Harrisburg, PA 17104-2615

• 

  U G I Utilities, Inc

  400 Stewart Rd Hanover Township, PA 18706-1457

• 

  U G I Utilities, Inc

  262 Conestoga St Lancaster, PA 17603-5304

• 

  U G I Utilities, Inc

  2121 City Line Rd Bethlehem, PA 18017-2150

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

• Initial Complaint

  Date:04/20/2023

  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.

  UGI  has a policy that if you miss two payments, they won't accept autopay or for you to call them and pay over the phone. They locked my account for 12 months from these actions. This policy is ridiculous because those two options increase the likelihood their customers will pay and pay on time. I now have to go in person with cash to pay my bill for a year which I'll do because the reason I missed the past two was from a savings account problem not negligence. I can see people easily going to collections with this policy and seems predatory.

  Business Response

  Date: 05/23/2023

  Dear ******************,
  
  UGIs policy is that after two returned payments, in rolling 12 months, UGI will no longer accept check payments. That information is included in the letters provided to ****************. (Copies enclosed).
  
  The “cash only” indicator remains on the account for 12 months and will then be removed if there are no additional returned payments during that period.
  
  **************** was on automatic payment withdrawal with his bank.  UGI received returned check payments on 01/12/2023 and 03/15/2023. **************** was notified of the returned check payments, charged returned check fees, and informed that going forward payments must be made by cash, certified check, or money order payable to UGI, debit or credit card.
  
  After the 2nd returned electronic check payment was received, the automatic withdrawal was deactivated.
  
  At no time, did UGI receive any correspondence from **************** Bank, indicating an issue, on their end, for the returned payments.
  
  UGI has agreed, as a one-time courtesy, to remove the “Cash only” indicator. However, if future payments are returned, the cash only indicator can be reinstated. With the cash only indicator removed;**************** can re-activate his automatic withdrawal if he chooses to do so.
  
  Please feel free to contact me if I can be of any further assistance.

  Best,

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

  UGI Utilities

   Compliance Representative

• Initial Complaint

  Date:04/17/2023

  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.

  Just a heads up to let people know but also open to suggestions if there’s anything I can do to remedy this situation. UGI came last week and said that our gas was leaking into our water box (but not our actual water). They then told us that because our meter was inside the house they needed to move it to the outside of our home, which at the time I wasn’t quite sure what to expect. They tore up our yard and kind of put it back together, though killed most of our daffodils and our grass has spray paint all over it. They also put the meter smack dab in the middle of our front yard. They told us this was our only option as ugi would not cover costs to reroute to the side of our home. We have this huge eyesore in front of our house now and as much as I’m happy that it’s a supposedly safer setup, I’m really upset that our home now looks like this. I don’t understand how they’re allowed to just do this and they let us know that anyone else whose meter is currently inside of their home will be having it relocated to the front of their home in the near future. If we ever want to resell our home, who on earth would want this outside? I am not even sure where to begin with planting stuff to cover it. When we purchased our home there was a large bush in the front that we cut down because we wanted our porch to be open.

  Business Response

  Date: 05/04/2023

  Dear ******************,
  
  
  On 04/11/2023, UGI was at the premise of **************., Camp Hill, PA. to investigate a gas odor. UGI discovered a “Class B Leak” at the customer’s curb valve. “Class B leaks” are underground leak that is recognized as being nonhazardous at the time of detection, but justifies a scheduled repair based on a probable future hazard.
  
  UGI made the arrangements to repair the leak, renew the Natural Gas lines, relocate the meter from inside to outside. The relocation is a PUC requirement, that when feasible, all meters must be located outside, and aboveground, as a safety precaution to our customers.
  
  In following the requirements of relocating/installing a meter, the service must be installed in a straight line from main to home and no further than 5’ from the front of the home back on either side. This is a duplex the home and offered only the front of the home and the side, with the front being the only viable option. The side of this home is bordered by a sidewalk running to the rear of the property and directly adjacent to the building wall, offering no way to comply with ADA clearances as our meter set would completely block the walkway.
  
  Except for slightly left or right of the current location only one other option exists: a side of the home installation that would require demo of the existing sidewalk and its relocation to comply with ADA requirements. UGI would not cover the cost of that, and it may not be possible depending on where the property line is.
  
  The work that was to be completed was provided to the customer, who expressed no issue at the time.
  
  The leak repairs, renewal of Natural gas lines, and meter relocation was completed on 04/17/2023.
  
  UGI’s restoration crews will receive orders to have landscape and paving repairs completed. Landscaping will be returned to its previous condition, and any street work wail be restored based on contractor availability, and this works place in line in restorations.
  
  *** ******* can request to have the meter painted at no cost, to match the surrounding area. Planting can be done but no closer than 12” to the meter, and there are a variety of pre-made coverings that can be found online that would be acceptable.
  *** ******* 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

• Initial Complaint

  Date:04/08/2023

  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 applied for heating assistance last year. I got approved for just over $500 total. It was 2 payments. I got a bull in the mail 2 days ago for $205.03 & now I got an email saying I owe $614.62. I also can't reach anyone on the phone to discuss this. I have tried multiple times at a half hour each and every time I get sent back to the main menu. I would like to know where payments that the heating assistance made went because clearly their not showing up.

  Business Response

  Date: 04/28/2023

  Dear ******************, 

  Please be advised that the payments received from ****** were properly applied to the account. The remaining balance is $614.62. Please see: attached statement of account. The company will call ******************* 

  Best, 

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

• Initial Complaint

  Date:04/04/2023

  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 called UGI numerous times and always sat on hold for obnoxiously long times, completely unable to talk to a human about my late payment notices. After paying my (bill in-full) online, I proceeded to receive late notices and even an automated phone call to my cell, telling me that my gas will be shut off on a set date. I literally can't get in touch with a human being at UGI. Logging in online, it shows I'm paid in full. If they are going to shut off gas, they should call my cell (on record) so that we can straighten this out. However, I don't have 1-3 hours? a day during work hours to sit on the phone hoping that I can get through to a customer service representative. This issue has cost me more in lost time and efforts than the entire gas bill at this point. I've always been forced to shut off the phone before reaching a customer service rep.

  Business Response

  Date: 05/03/2023

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

  *** acknowledges payment received and termination cancelled.A three day dialer call produced on the same day the payment was received,which is why the call was made, but then cancelled.

  Enclosed, please find the most current bill showing payment and current charges.

  At times, *** may experience higher-than-normal call volume and apologizes for any inconvenience caused to ****************. We value our customers 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 *** website. **************** can also be reached at ***********************.

  Please feel free to contact me if additional information is needed.

  Best,
  *************************

• Initial Complaint

  Date:04/02/2023

  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 received a bill much higher than our normal bill for the usage we had. I explained we had some trouble with the mail but we contacted them right after getting notice that the contract would be ending. We only received one notice. We have auto pay so my checking account has the money taken out each month. We have never missed a payment or asked for any money in return. BOTH UGI and ************** were contacted to come up with a resolution. Both said the other was at fault for the time it took to convert the contract to the new rate. I was told it was done on purpose after the meter read and then also that it was coincidence after the next meter read. Either way we were stuck with a variable rate that was high for our usage that month. I simply asked them to give me the difference on what I had paid as my rate the previous month or what the new rate would be at, just not this high variable rate. I asked this due to extreme hardship in paying the bills now on one income. At this point I have not been able to apply for any assistance. I asked for understanding and honesty and I do not feel that I got either of them from UGI or **********. I spent hours talking to them to try to find out why this happened when we did everything we were supposed to as customers..and the bottom line is that I was told they are not crediting me a thing because they don't have to. I feel they know the can do this to people because we need gas in our homes to live. I am sad to say that without a doubt these companies do not care about a struggling woman or the fact that they are doing things on purpose so that families have higher bills. It is not fair and that is why I am speaking up. I just want the difference credited to my account and some accountablity for their actions so that they can not keep doing this to struggling PA familes. Our old rate was .43 from the supplier and went to 1.29!!! Thank you.

• 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, 

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