Complaints

• Initial Complaint

  11/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In the month of august I reported that my landlord is trying to make me pay for Ugi gas heat for the entire building when it’s labeled as 2 apartment. Ugi came out and and said it’s a foreign load that I would only have to pay for my gas water . APT number 2 was already in my name and Ugi allowed the landlord to end my service and now Ugi turned off my gas I have no hot water and no stove to cook for my child. It is illegal to go into someone else’s account and order services off when the occupant paid all bills and is still occupying the apt. Turn the gas back on and investigate the PUC complaint involving illegal usage going back 6 years

  Customer response

  11/14/2023

  Our service has been restored and the company has an investigator for a PUC compliant that was filed. 
  

  thank you

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gas shutoff yesterday 11/2. My past due was only 280 dollars. It’s 26 degrees outside. Called and paid. Was told they can’t come till Monday 11/5 to restore service. Quick to cut off it freezing temperatures. Slow to restore service.

  Business response

  11/06/2023

  Dear ******************,
  
  The customers service was terminated for non-payment on 11/02/2023.

  The customer contacted the company on 11/03/2023 for restoration requirements. The customer satisfied those requirements, and service restoration was scheduled for 11/06/2023.

  The company is approved 3 days from the date the payment is verified to restore service, unless the customer sends a medical certificate,then the service must be restored within 24 hours.
  The company received a medical certificate on 11/03/2023, and the service was restored on 11/04/2023.
  The company received a complaint from the Public Utility Commission (PUC) on 11/03/2023.
  
  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.
  
  It would therefore be advisable to allow the PUC’s complaint procedures to investigate and adjudicate the Complaint.
  
  Please feel free to contact me if I can be of any further assistance.
  
  Best,
  ***************************
  UGI Utilities,
  Compliance Representative

  Customer response

  11/06/2023

  [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 cut me off it was 26 degrees outside. This company procedures are detrimental to society. Customer service was absolutely no help. 
  
  Best Regards,
  
  ***********************
  

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  UGI has shut off our gas for the second time once last year and again as of 9/18/2023 due too an obvious oversight on thier end to the effect of multiple billing attempts for the same account with the account having active auto-pay enabled and by doing so is requiring an additional charge for service to be returned as well as money that has already been paid to be paid again. in short they are holding us at ransom for a service we have already paid for and want to change us almost double the amount

  Business response

  09/27/2023

  Dear ******************,
  
  The service termination for this customer on 09/18/2023, was for non-payment of the full amount required to cancel the termination notice.
  
  According to company records, the customer was not enrolled in the company’s autopay program.
  
  The customer had more than one banking information on their account, one of which has an incorrect bank account number, therefore the payments presented to the company when sent to the banking routing number, were returned from the bank “unable to locate bank account”.
  
  The company has confirmed with the customer which of the 2 banking information was correct and removed the incorrect banking information from the account.
  
  The company received a complaint from the Public Utility Commission (PUC) on 09/19/2023.
  
  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.
  
  It would therefore be advisable to allow the PUC’s complaint procedures to investigate and adjudicate the Complaint.
  
  Please feel free to contact me if I can be of any further assistance.
  Best,
  ***************************
  UGI Utilities,
  Compliance Representative

• Initial Complaint

  09/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had called UGI on 6/3/2023 regarding an eletric bill that I received. I was unable to pay the total that was on the bill. The lady I spoke with had told me that she would set me up on a payment plan that would charge me $61.00 for a payment plan and that would be in addition to my supplier charges. When I received the next bill, there was an additional charge listed as the "installment amount" as $57.13 in addition to the $61.00 AND my supplier bill. I called UGI again on 8/7/2023 and asked for them to explain the bill, as I was confused as to what this additional charge was because I wasn't informed about it. The man I spoke with said it was a one time fee. I asked that after this bill if the installment fee would be taken away, he responded with yes. I received my next bill and the same charges were on my bill. I proceeded to call UGI AGAIN on 9/12/23 and ask them what was going on with my bill, as I was told it was a one time fee. They then proceeded to tell me that I "agreed" to this plan and that I was aware of the additional charges to my account. They failed to understand that when I called to confirm what was going on with my bill, their company misinformed me for a SECOND time: on 8/7/23, I CLARIFIED with the company that it was a one time fee and they said that was correct. I am unsure how they are getting away with trying to scam people out of money. I don't understand how I have chosen a different supplier, and they are able to penalyze me for trying to switch suppliers by more than DOUBLING my distribution charges (before I switched to a different supplier, the distribution charges were approximately $35, now since switching they are almost $85). Yet I am told there are "no additional charges or fees" (screenshots attached to show increased distribution charges). I'm hoping to have further clarification and guidance with this matter, as I have been told several different things and have paid additional fees that I was not aware of.

  Business response

  09/20/2023

  Dear ******************,
  
  The customer contacted the company on 07/03/2023, requesting options to pay the balance. The customer has an alternate supplier. The company advised that the payment agreement would only be offered on the company balance of $576.32, and supplier charges are paid separately. The customer was offered and accepted a monthly payment agreement of $118.13, which consist of the monthly budget amount of $61.00, plus an installment amount of $57.13, toward the companies past due balance of $576.32. The customer was again reminder that the supplier charges would also have to be paid as due. The budget amount is also reviewed quarterly, and is subject to change, based on usage.
  
  On 08/07/2023, and again on 09/12/2023, the customer contacted the company inquiring about the installment amount of $57.13. It was again explained to her that was to satisfy the company balance of $576.32, and the $61.00 is the Budget Billing amount to cover current charges, plus $57.13 toward the past due balance, plus supplier charges. If the customer is disputing alternate supplier charges the customer must contact the alternate supplier and dispute those charges. The company has no control over alternate supplier charges. The customer was advised of her right to file a complaint with the Public Utility commission. 
  
  The company received a complaint from the Public Utility Commission (PUC) on 09/13/2023.
  

  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.
  

  It would therefore be advisable to allow the PUC’s complaint procedures to investigate and adjudicate the Complaint.

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

  Best,
  ***************************
  UGI Utilities,
  Compliance Representative

• Initial Complaint

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Starting in June 2022, UGI performed a gas line installation in my neighborhood which required the street to be broken and repaired and broken again for about 3 months. In that time, a waterline was broken and repaired. However, the line was not fixed correctly. The water from the broken line has been slowly and continuously flowing into my yard, and driveway, which I was only able to notice in the spring once the snow and ice melted. The water is now penetrating my house foundation. I called the township for assistance and they directed me to call UGI to repair the issue they caused. I’ve called 3 times in the last 2 months to resolve the issue. Every time, I’m told I’ll receive a callback. I have received no callbacks. They mentioned sending a contractor during the second call, but no one has come to review the issue.

  Business response

  09/05/2023

  We are in receipt of the complaint filed by ****************** and regret to learn of her dissatisfaction. UGI HVAC places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously.
  
  In response to this complaint, a member of *********’s Office of the President (“OTP”) called *** ******* on September 5, 2023 to acknowledge receipt of the complaint. During the conversation *** ******* shared additional information regarding her complaint. The OTP representative assured *** ******* that they would review the information and follow up with her after consulting the Field Manager.
  
  Following their discussion, the OTP member sent an email to *** *******. In the email, they explained that the complaint issue was unrelated to ********* or UGI HVAC, Instead, it needed to be reported to UGI Utilities. The OTP member provided *** ******* with the necessary contact details for UGI Utilities. It is important to note that ********* *** ****** ******** LLC acquired the assets of the UGI HVAC business on September 30, 2020.  According to our records, *** ******* does not hold any service contracts with UGI HVAC (“UGI”) or ********* *** (“*********).
  
  We trust this response satisfactorily resolves *** *******’s concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  

  Customer response

  09/12/2023

  [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 there are multiple UGI Utilities, Inc. business profiles. I would like to receive the single correct business that worked in my neighbor (causing the issue) so that I may forward my issue/request to the appropriate party.
  
  Regards,
  
  *****************************
  

  Business response

  10/02/2023

  Dear ******************,
  
  On 09/15/2023, the company’s Operations department contacted the homeowner of *******************************, to schedule a time to meet on-site, however, the homeowner was unable to schedule, explaining this was a weekend house, not her permanent residence.
  
  The homeowner did provided information of the damage caused by the broken water pipe, and the company’s Operations department forwarded the information to the contractor/Excavator that performed the work, for further investigation.
  
  The contractor/excavator received the information, completed an investigation on 09/27/2023. The company was present as well. The investigation concluded the following: When arriving the company noticed that the water flowing downhill on the *************************************** was originating from the ground from the homeowners side of *****************, 30 uphill of the driveway.
  
  After measuring off the location of the damaged water service that fed ****************************** (115' from ************* according to our AVR) the company and contractor/excavator deduced that the unmarked service which was struck and repaired was, roughly 30 downhill, and on the opposite side of the road, from where this water is coming out of the ground. No ground saturation was found around the UGI 12” STL pipe trench line. 
  
  The company and contractor/excavator also had records of another unmarked service which was not damaged 71' uphill from the ****************************** mailbox. This area of ground around our trench line and on the side of the road where the 12" STL pipe is located, is also not saturated with water.
  
  Once the company and contractor/excavator marked out the location of the repair, they were able to contact the facility owner of the well house/water services who resides up the road at *********************. The homeowner/facility was informed why the company and contractor/excavator were on site and that our findings ruled out that the damages were not caused by the company.  
  
  The contractor/excavator, and the company's stance is that the location of the unmarked line that was damaged and repaired was not causing the flow of water that is across the street and originating 30' uphill from the repair.
  
  Please feel free to contact me if I can be of any further assistance.

  Best,
  ***************************
  UGI Utilities,
  Compliance Representative

  Customer response

  10/02/2023

  [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 temporarily satisfactory to me. I will have the damage repaired at my own discretion. If it Is determined that the damage was  indeed caused by UGI UTILITIES, I will pursue legal action.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  08/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  UGI shut off with my service with no notice at all. They said they mailed something but it was never received.

  Business response

  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 response

  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

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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 response

  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

  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 response

  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 response

  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

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

*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. ↩