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Complaints
Customer Complaints Summary
- 25 total complaints in the last 3 years.
- 4 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:10/03/2024
Type:Billing IssuesStatus: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 formally lodge a complaint against Utility Gas and Power for what I consider to be egregious and predatory business practices. My recent experience with this company has raised serious concerns regarding their ethical standards and transparency in billing. I entered into a contract with Utility Gas and Power at a rate of 5 cents per kWh. Upon the expiration of this contract, I was shocked to discover that I was charged an exorbitant rate of 22 cents per kWh for my subsequent month-to-month service. This increase is not only excessive, but it is also a clear case of price gouging, taking advantage of customers who may not be closely monitoring the terms of their contracts. To compound this issue, Utility Gas and Power failed to disclose the new month-to-month pricing adequately. As a result, I received a staggering bill of $900 for just one month of electricity usage. This amount is outrageous and feels predatory, particularly in light of the fact that I was not made aware of the impending price hike. When I contacted the company to address this outrageous charge and request an adjustment, their response was equally alarming. I was informed that the only way to potentially rectify the situation was to sign a new contract for an additional year. This tactic feels coercive and manipulative, as I was essentially being forced to remain a customer under unfavorable terms in order to receive any form of reimbursement. Moreover, they indicated that the new contract pricing would not take effect until the following billing cycle, meaning I would face yet another $900 bill before the new rates applied. This experience has not only caused financial distress but has also left me feeling exploited by a company that prioritizes profit over customer satisfaction. I believe it is crucial for the Better Business Bureau to investigate these predatory practices to protect consumers from similar experiences.Business Response
Date: 10/09/2024
The customer’s account was enrolled with Utility Gas and Power on August 10, 2023, after the customer enrolled through Utility Gas and Power’s website. The product chosen guaranteed a rate of $0.0499/kWh for 12 months. A welcome letter and terms and conditions of the contract were mailed to the customer after enrollment.
On July 17, 2024, Utility Gas and Power mailed a renewal letter notifying the customer that the contracted fixed rate the account was currently enrolled on was due to expire in approximately 45 days. The renewal letter also contained information about a new fixed rate option available to the customer.
On July 24, 2024, the customer contacted Utility Gas and Power regarding the renewal letter she received. According to the call notes, the customer was dissatisfied with the fixed rate offered in the renewal letter. During the call, the customer was made aware of alternative rate options available to her through Utility Gas and Power. The customer was offered a 12-month fixed rate of $0.0499/kWh, and a copy of the terms and conditions of the new contract was emailed to the customer following the call. Utility Gas and Power received no further response from the customer regarding the renewal letter. The customer’s fixed contract period ended. The customer’s account went to a monthly rate that can fluctuate and can be cancelled at any time without penalty.
On September 30, 2024, the customer contacted Utility Gas and Power regarding the rate on the most recent bill. We explained that the initial contract term had ended, and the contracted rate had expired. During the call, Utility Gas and Power offered the customer a 12-month fixed rate contract and upon execution of the same, Utility Gas and Power would be willing to re-rate the customer for the most recent billing period for the difference between the rate previously charged and the new contracted rate. The customer completed an application for renewal through Utility Gas and Power’s website on September 30, 2024. The product chosen guaranteed a rate of $0.0499/kWh for 12 months. The customer will be sent a reimbursement for the period in which a fixed rate was not charged.
Sincerely,
Utility Gas and Power
Quality Control Department
************Initial Complaint
Date:08/30/2024
Type:Sales and Advertising IssuesStatus: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 8/28/24 a Utility Gas & Electric employee ring my door bell literally 5 different times on the same day, I have it recorded on my ring doorbell. I looked them up online and called them and they being "Utility Gas & Electric" told me that they are my current gas provider and they were checking in to see if I wanted to switch from **** being my energy supplier to them? I said no and asked since when are they my gas provider and I'd like to cancel immediately. They said that it would be $190 to cancel them as my gas provider!! I hung up called **** and **** confirmed that they are my GAS provider NOT UTILITY GAS AND ELECTRIC! And said that they are scammers!!! There's alot of elderly people in my neighborhood who would EASILY fall for this. This has to stop!!! What precautions are being taken to put a stop to this? I demand answers!Business Response
Date: 09/06/2024
The customer’s account was enrolled with Utility Gas and Power on 1/4/2024, after speaking with an in-person sales representative. A welcome letter and terms and conditions of the contract were mailed to the customer after enrollment.
On 1/10/2024, a Quality Control call was made to ensure the customer was satisfied with the enrollment process and to ask if there were any questions regarding the Program. On this call, the UGP toll-free number is given so the customer may call back with any questions or concerns.
On 8/28/2024, the customer contacted Utility Gas and Power outside of business hours and left a VM. Utility Gas and Power returned the customer’s call on 8/29/2024 but was unable to speak with the customer.
Utility Gas and Power received notice of BBB Complaint # ******** on 8/30/2024. On 9/5/2024, UGP contacted the customer to inquire about the issues detailed in the complaint. Unfortunately, UGP was unable to speak with the customer and as of this response, we have not received a return call from the customer.
The customer’s account is still enrolled with Utility Gas and Power at this time, as the customer’s current contract is set to expire on 2/6/2025. Should the customer cancel prior to the end date, there is an early termination fee of $150.
Utility Gas and Power takes all compliance issues very seriously and will continue to ensure high quality standards are being met in the Customer Service and Sales Departments.
Sincerely,
Utility Gas and Power
Quality Control Department
###-###-####Customer Answer
Date: 09/06/2024
Complaint: ********
I am rejecting this response because:I have spoken with Utility Gas & Electric since filing this complaint. They told me that I am currently enrolled with them as my gas provider and said that they would charge me $150 to cancel. As a side note i do recall being automatically enrolled with them lsst year bc i did not respond to thier letter! They even shut off my gas in the middle of WINTER! On a Fridayand closed for the weekend! I vividly remember this awful company and i DID CANCEL WITH THEM IN FEB OF 2023!!!. I called **** and reviewed my statement with them, it's clearly on my current statement that **** Energy IS MY CURRENT GAS PROVIDER NOT UTILITY GAS AND ELECTRIC. **** advised me that this company is a scam and to block them! I'm very concerned about my community falling for this especially the elderly people! This is WRONG and I will be contacting **** ******** with the local to to investigate.
Sincerely,
***** *****Customer Answer
Date: 09/10/2024
Attached you will find a copy of my most recent statement with **** Energy.Business Response
Date: 09/11/2024
The customer’s account was enrolled with Utility Gas and Power on January 4, 2024, after speaking with an in-person sales representative, and not automatically enrolled as alleged by the customer. Utility Gas and Power has no record of the customer being enrolled prior to January 4, 2024, therefore, could not have cancelled our services in 2023. Further, Utility Gas and Power does not have the authority to shut off the service to the home. This action can only be taken by **** Energy.
The customer’s account is still enrolled with Utility Gas and Power at this time, as the customer’s current contract is set to expire on February 6, 2025. Should the customer cancel prior to the end date, there is an early termination fee of $150.
Utility Gas and Power takes all compliance issues very seriously and will continue to ensure high quality standards are being met in the Customer Service and Sales Departments.
Sincerely,
Utility Gas and Power
Quality Control Department
************Initial Complaint
Date:07/02/2024
Type:Sales and Advertising IssuesStatus: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.
Utility Gas and Power co. came to my door and duped me to sign something saying they were ***** Energy” and it was to confirm a lower rate. This is no okay and was facilitated out over false pretenses.Business Response
Date: 07/08/2024
Utility Gas and Power received notice of BBB Complaint # ******** on **** *, 2024. Utility Gas and Power has determined that the customer did not complete the third-party verification process and therefore their account would not be processed for enrollment. Nonetheless, the account information provided by the customer has been flagged in the Utility Gas and Power database to ensure the customer information cannot be processed for enrollment.
On **** ** 2024, Utility Gas and Power contacted the customer regarding the allegations contained in the customer’s complaint. Utility Gas and Power was unable to speak with the customer and as of this response, the customer has not returned a call to our customer service department.
Regarding the customer’s allegations pertaining to the agent misrepresenting themselves, agents marketing on behalf of Utility Gas and Power wear an approved uniform, including a Utility Gas and Power vest and a badge that clearly states the agent works for Utility Gas and Power.
Utility Gas and Power takes all compliance issues very seriously and will continue to ensure high quality standards are being met in the customer service and sales departments.
Sincerely,
Utility Gas and Power
Quality Control Department
************Initial Complaint
Date:09/19/2023
Type:Sales and Advertising IssuesStatus: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 ********* ****, 2023 around 5pm, a sales associate and a trainee came to my door saying they were there on behalf of **** ****** and wanted to see my bill. I had to download one as I use paperless billing. They wanted to see if the "old rate" was still on there. I asked them if they were with **** ****** and they said yes. They said that they could reduce my electric my 20% and keep my gas at the same rate for the winter. After giving my information and signing, they told me I would be receiving a phone call and that they had to walk away but wanted the trainee to stay to listen. After talking with the associate on the phone, they left. After the fact, I realized they do not work for **** ****** as they stated that they did.Business Response
Date: 09/26/2023
The customer spoke with an authorized sales representative on ********* **, 2023, about enrolling with Utility Gas and Power. On ********* **, 2023, the customer contacted Utility Gas and Power outside of business hours. On ********* **, 2023, UGP returned the customer’s call and left a voice mail.
The customer returned the call to Utility Gas and Power on ********* **, 2023 requesting cancellation. Per the customer’s request, the customer information was flagged in our database to ensure the customer information would not be processed for enrollment.
On ********* *** 2023, Utility Gas and Power received notice of BBB Complaint # ********* Utility Gas and Power reached out to the customer regarding their concerns on ********* *** 2023, however, Utility Gas and Power was unable to speak with the customer and as of this response, the customer has not returned a call to our customer service department.
The agents involved have been retrained on the importance of compliance. Regarding the customer’s allegations pertaining to the agent misrepresenting themselves, agents marketing on behalf of Utility Gas and Power wear an approved uniform, including a Utility Gas and Power vest and a badge that clearly states the agent works for Utility Gas and Power.
Utility Gas and Power takes all compliance issues very seriously and will continue to ensure high quality standards are being met in the Customer Service and Sales Departments.
Sincerely,
Utility Gas and Power
Quality Control Department
************Initial Complaint
Date:09/01/2023
Type:Service or Repair IssuesStatus: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.
2 employees came to my door claiming that they were not selling anything but in reality they are. They wanted to see my gas and electric bills so they could check that I am not being over charged for my utilities. I told them that wasn't going to happen. Then they started arguing with me about how they were just trying to make sure that I wasn't being overcharged. They wouldn't leave until I threatened to have them arrested for trespassing. Then they were making fun of me telling me that the outside walkway directly in front of my door wasn't my property and that my property only was the square box I lived in was. This behavior of rude belittling seniors is unacceptable. Just because they were issued permits doesn't allow them to ridicule someone who doesn't want to talk to them.Business Response
Date: 09/07/2023
On ********* ** 2023, Utility Gas and Power received notice of BBB Complaint * ********. Utility Gas and Power contacted the customer to discuss the issues detailed in the complaint on ********* ** 2023. Utility Gas and Power apologized for any inconvenience and assured the customer that Utility Gas and Power had placed the customer’s telephone number on our Do Not Call list and the customer’s address on our Do Not Knock list.
The agents involved have been retrained on the importance of compliance. All marketing team managers have addressed this issue with Utility Gas and Power authorized sales representatives and instructed them all to add the address listed to an internal Do Not Solicit list. Utility Gas and Power takes all compliance issues very seriously and will continue to monitor our sales and customer service teams to ensure our high-quality standards are being met.
Please let us know if you need additional information concerning this matter.
Sincerely,
Utility Gas and Power
Quality Control Department
************Initial Complaint
Date:08/17/2023
Type:Sales and Advertising IssuesStatus: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 **** at approx. 3:15 A Sales Rep and his associate came to my door and, after initially declining, told me they were there on behalf of ******** *** and **** ****** Power to ensure I was notified if a rate change/billing adjustment and needed to see my billing statements. I was told they would wait until I produced those. Upon doing so (digitally) I was then told my gas utility was already updated but they my power (through **** ******) was eligible for a lower rate/kw (from 11.7>7.9) and they just needed to call a number to switch to that rate and agree to a 12month rate adjustment) with a fee of $150 if cancelling before then. This seemed supicious so I clarified that I didn’t want to switch companies and was reassured I would remain with **** ****** for service and billing, but would see a separate box in future bills with Utility Gas and Power listed and the updated rate. The sales rep then told me to make a phone call, leave it on speaker so he (& his trainee) could listen but that I should affirm they’d already left. When prompted to answer “Yes” to all terms and agreement (at the Sales reps coaching), I was told I’d be now giving permission to Utility Gas & Power for my services and then the phone rep mangled the Confirmation # and hung up before repeating clearly in a manner I could record for future follow-up. At that time the in-person Sales rep said he’d never had that before and required me to call in a company complaint about the Phone Rep. I did so and received the Confirmation # and then requested the Sales Rep to provide his name and ID. The whole thing seems suspicious and, after reading the other complaints against this company, believe I’ve been uniformed and duped into signing up for a service I initially declined and did not understand fully or intend to, due to poor communication on the part of the phone rep and rushed practices by the sales rep. I fully plan to refute any extraneous billing or fees and am filing this in real-time as suchBusiness Response
Date: 08/18/2023
The customer spoke with an authorized sales representative on ****** *6, 2023, about enrolling with Utility Gas and Power. Upon completing the third-party verification process, the customer contacted Utility Gas and Power. According to the call notes, the customer asked to confirm the validation number associated with his enrollment. During the call, we provided the customer with this information and reviewed the product chosen by the customer at the time of enrollment. During the call, the customer made no mention of issues with the authorized sales representative.
On ****** **, 2023, UGP received notice of BBB Complaint # ********. Due to receiving the complaint, the customer information was then flagged in the Utility Gas and Power database to ensure the customer information would not be processed for enrollment.
Utility Gas and Power reached out to the customer regarding their concerns on ****** **, 2023, however, Utility Gas and Power was unable to speak with the customer and as of this response, the customer has not returned a call to our customer service department.
Utility Gas and Power takes all compliance issues very seriously and will continue to ensure high quality standards are being met in the Customer Service and Sales Departments.
Sincerely,
Utility Gas and Power
Quality Control Department
************Initial Complaint
Date:08/16/2023
Type:Sales and Advertising IssuesStatus: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.
On Sunday, ****** *** 2023, a Utility Gas & Power representative was knocking door to door in the condominium development at which I reside in ****** ****. There is a clearly posted NO SOLICITATION sign at the entrance to the development. I asked him to leave the premises, but he remained for 20-30 minutes, debating with me that he had a right to be there. He outright lied by stating he was not selling anything, he was "providing a service" and "helping people." (his words). He was attempting to sign a family, who speaks no English, up to his program when I intervened. After repeated attempts to persuade him to leave, which included me informing him that I will summon the police to escort him away for trespassing, he finally drove off. I checked with our Association leadership, who asserted that NO ONE should EVER be going door to door in our development in an attempt to sell a product or service. I also checked with ***** ****** ** *** ***** City Safety Department. She stated that no one from this company has a permit to solicit door to door in *****. The ***** Police Department also assured me that this incident could be classified as trespassing since he was asked to leave a private property with a No Solicitation sign but he did not do so in a timely manner.Business Response
Date: 08/18/2023
Utility Gas and Power contacted the customer regarding the allegations contained in the customer’s complaint and to apologize for any inconvenience on ****** **, 2023. We assured the customer that all marketing team managers have addressed this issue with Utility Gas and Power authorized sales representatives and instructed them all to add the address listed to an internal Do Not Solicit list. The community should not receive any further visits from Utility Gas and Power.
All agents working on behalf of Utility Gas and Power understand the importance of compliance. This includes obtaining the proper permits when required in the area in which they are soliciting. Utility Gas and Power will continue to monitor our customer service and sales teams to ensure our high-quality standards are being met in these departments.
Please let us know if you need additional information concerning this matter.
Sincerely,
Utility Gas and Power
Quality Control Department
************Customer Answer
Date: 08/21/2023
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.
Sincerely,
*** ********Initial Complaint
Date:07/24/2023
Type:Sales and Advertising IssuesStatus: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 have a video from my doorbell cameras of one of your employees cursing at me after I politely said “no thank you” to her trespassing on my property for solicitation purposes.Business Response
Date: 07/26/2023
On *****2023, Utility Gas and Power received notice of BBB Complaint # ********. Utility Gas and Power contacted the customer to discuss the issues detailed in the complaint on ****/2023. Utility Gas and Power apologized for any inconvenience and assured the customer that Utility Gas and Power had placed the customer’s telephone number on our Do Not Call list and the customer’s address on our Do Not Knock list.
The agent involved has been retrained on the importance of compliance. All marketing team managers have addressed this issue with Utility Gas and Power authorized sales representatives and instructed them all to add the address listed to an internal Do Not Solicit list. Utility Gas and Power takes all compliance issues very seriously and will continue to monitor our sales and customer service teams to ensure our high-quality standards are being met.
Please let us know if you need additional information concerning this matter.
Sincerely,
Utility Gas and Power
Quality Control Department
************Customer Answer
Date: 07/26/2023
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.
Sincerely,
***** *****Initial Complaint
Date:02/15/2023
Type:Billing IssuesStatus: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.
Utility Gas and Power is not cancelling contracts upon customer requests, not in a timely manner, grossly overcharging and burdening customers. On ********** I contacted utility gas and power to let them know I did NOT want to enroll in their month to month and to return me to ******** Gas. On ********** they replied confirming they received my correspondence. On ********** I received a bill from ******** Gas showing I was still enrolled with Utility Gas and Power and being charged $1.49 per CCF instead of the ******** Gas rate of $0.635 per CCF. I contacted Utility Gas and Power and let them know this was unnaceptable and they apologized and said I am now removed from their service and returned to ******** Gas. My bill should have been $111.456 LESS and instead it was $250+ due to the cost difference. I gave Utility Gas and Power a phone call and again they confirmed I was no longer enrolled and returned to ******** gas. Today ******** I received my latest bill from ******** Gas and Utility Gas and Power was still the supplier charging $1.499 PER CCF where as ******** charges $0.4759 per CCF. This means I have been harmed an ADDITIONAL $125.8413. This is a total of $237.2973 overcharged so far.Business Response
Date: 02/16/2023
On ******* *** 2022, Utility Gas and Power mailed a renewal letter notifying the customer that the contracted fixed rate the account was currently enrolled on was due to expire in approximately 45 days. The renewal letter also contained information about a new fixed rate option available to the customer. On ******** *** 2022, the customer sent an email to UGP Customer Service requesting to cancel the enrollment with UGP at the end of the contract, provided that we compare the UGP rate to the rate of another provider and ensure our rate is lower. Utility Gas and Power does not permit cancellation dates in the future nor does UGP compare the rates of multiple providers on behalf of customers. The customer’s contract was set to expire on ******** **, 2022. If the customer were to cancel prior to the end date, it would result in an early termination fee of $150 being due. At no point via email or over the phone, did the customer offer to pay the early termination fee in order to process a cancellation. On ******** **, 2022, a response email was sent to the customer asking that they contact Utility Gas and Power at our toll-free number ************** as soon as possible to discuss the account and make any changes. Utility Gas and Power received no further response from the customer regarding the renewal letter. On ******* ** 2023, the customer’s fixed contract period ended. The customer’s account went to a monthly rate that can fluctuate and can be cancelled at any time without penalty.
On ******* *** 2023, the customer sent an email to UGP Customer Service requesting cancellation. The customer’s account was cancelled immediately and without penalty. An email confirming the cancellation was sent to the customer. On ******* *** 2023, the customer contacted Utility Gas and Power stating he felt his account should have been cancelled in November. The customer was informed that cancelling prior to ******** **, 2022, would have required an early termination fee be paid on the account. Utility Gas and Power assured the customer that the enrollment had been cancelled.
On ******** *** 2023, Utility Gas and Power received notice of the customer’s concerns and contacted the customer to discuss the options available on the account. During the call, Utility Gas and Power offered the customer a 12-month fixed rate contract. Utility Gas and Power would be willing to re-rate the customer for the most recent billing period for the difference between the rate previously charged and the new contracted rate. The customer declined the offer and chose to remain cancelled.
We sincerely regret the customer was not satisfied with the UGP Program. Utility Gas and Power will continue to monitor our sales and customer service processes to improve the customer experience.
Please let us know if you need additional information concerning this matter.
Sincerely,
Utility Gas and Power
Quality Control Department
************Customer Answer
Date: 02/17/2023
Complaint: ********
I am rejecting this response because: As stated by UGP, Contract expired ******** **** 2022. So the "variable" rate of $1.49 would be in effect at the soonest ******** **** 2022 however this is also contradicted by UGP stating the fixed period ended ******* ***. UGP Failed to state in communication prior to January Phone Call that contracts cannot be set up to cancel. UGP had the onnous of explaning that the clear communication sent by myself (customer) would not be valid for cancellation. UGP claims upon phone call by me (customer) they immediately cancelled the account, they also state this in the response.Reading ***** for 129 CCF used. If fixed rate ended ******** then only 6.5 days were at $1.499 and the other 26 days were at the fixed rate of .499/ccf therefore UGP should have billed 20% at $1.499CCF (UGP variable) and 80% at .449/CCF (Fixed rate)
Reading ***** for 123 CCF used. If account was cancelled ***** then only 4 days were at $1.499 and the remaining 27 days were at ******** Gas's rate of 0.4759/CCF should have billed 12.9% at $1.499CCF (UGP variable) and 87.1% at .4759/CCF (Columbia)
IF UGP would have cancelled and charged the $150 cancellation fee it would have been cheaper than the exorbitant grossly overinflated price of $1.49CCF which at a maximum applied for only 10.5 days out of 63.
Sincerely,
***** ********Initial Complaint
Date:12/12/2022
Type:Billing IssuesStatus: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.
On ********** a guy came to home trying to get me to switch my utility providers. The guy promised that my monthly rates would be lower than my previous rate. He convinced me to go ahead and sign up. After the first month's bill I didn't notice anything lower than my previous billing. It was actually a bit higher. After seeing this I wasn't satisfied and didn't have any desire to sign a new contract. I received notice of the contract expiring in 45 days and an option to renew. I did not renew and expected to be done and off of their service so I can go back to my previous provider. No. They renewed my contract without my consent and did not contact me by phone, mail or email for my approval. The guy never stated that service would continue after the expiration of the contract, which I believe is an absurd business procedure. I am unhappy with this horrible service as now my bills are much higher than they've ever been. My electric bill hit above $**0 during the summer and now my gas bill is almost $**0 and my thermostat is only at 73 degrees. My highest bill during summer ***1 with my previous provider was only $1*6 while running central air conditioning. This year with UGP the highest was $**1. This company is a scam and I no longer want to be in contact with them. I want my service through UGP cancelled asap.Business Response
Date: 12/16/2022
The customer’s accounts were enrolled with Utility Gas and Power on **** *** ****, after speaking with an authorized in-person sales representative. A welcome letter and a copy of the terms and conditions of the contracts were mailed to the customer after enrollment.
On September ** ****, Utility Gas and Power mailed a renewal letter notifying the customer that the contracted fixed rate the gas account was currently enrolled on was due to expire in approximately 45 days. The renewal letter also contained information about a new fixed rate option available to the customer. On ********* *** ***** Utility Gas and Power mailed a renewal letter notifying the customer that the contracted fixed rate the electric account was currently enrolled on was due to expire in approximately 45 days. The renewal letter also contained information about a new fixed rate option available to the customer.
Utility Gas and Power received no response from the customer regarding the renewal letters. On ******** *** ****, the customer’s gas fixed contract period ended.. On ******** ** ****, the customer’s electric fixed contract period ended.
Utility Gas and Power received notice of the customer’s concerns on ******** *** **** and contacted the customer to discuss the options available on his accounts on ******** **, ****. Utility Gas and Power was unable to speak with the customer and as of this response, the customer has not returned a call to our customer service department. Due to receiving the complaint, the customer’s enrollment with Utility Gas and Power has been cancelled.
We sincerely regret the customer was not satisfied with the UGP Program. Utility Gas and Power will continue to monitor our sales and customer service processes to improve the customer experience.
Please let us know if you need additional information concerning this matter.
Sincerely,
Utility Gas and Power
Quality Control Department
************Customer Answer
Date: 12/22/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.
Sincerely,
******** *****
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