ComplaintsforU G I Utilities, Inc

• 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

• Initial Complaint

  06/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  UGI shut off the gas to my home. I was placed on a payment plan in March 2023 and was told my first payment was due in April 2023. The payment was approximately 280$. I paid 300$ in April and in May, and I am currently due in June. They shut off the gas June 20th. I never received a 10 day notice of shut off, nor was I notified via email. I am not behind on my payment plan and again I never received a 10 day shut off notice. They refuse to turn the gas back on.

  Business response

  06/23/2023

  Dear ******************,
  
  ****************** entered into a company payment agreement on 02/28/2023 for $270.17 per month for her balance of $529.98 to begin with her March bill.
  
  However, her payment of $650.00 that was made on 02/23/2023,prior to her payment arrangement, was returned was for insufficient funds. That payment became due immediately, since it was not part of her payment agreement. 
  
  UGI received a payment of $300.00 on 04/10/2023, which was not enough to cover the returned check and installment plan.  
  
  On 05/02/2023, UGI mailed a 10-day termination notice for $890.34 to ************************* West Lawn, PA with a termination on or after 05/15/2023, not to exceed 60 days. UGI did not receive returned mail from the postal service. Additional calls were placed to the phone number on file with message left on her answering machine regarding the past due amount due.
  
  UGI received a payment of $300.00 on 06/01/2023, which was not enough to cover the remaining returned check amount and installment plan. 
  
  The company provided all proper notification before the termination of service on 06/20/2023.
  
  ****************** contacted UGI on 06/20/2023, and she was informed that although she had made a payment, she did not satisfy the full amount required to stop termination of service and was provided the amount of $422.82 to restore her service.
  
  ****************** made the required payment 06/21/2023, and the service was restored on 06/23/2023. The remaining balance was entered into a company payment agreement of $296.62 a month. ****************** was satisfied and did not need further assistance.
  
  Please feel free to contact me if I can be of any further assistance.

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

  Customer response

  06/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  When I made the payment agreement it was after, not before, the failed payments. If the payment went through I wouldn’t be calling for a payment arrangement. So therefore I made the payment arrangement after the failed payment attempt. At that point, the individual who helped with the payment arrangement stated to me “you owe nothing today, and your first payment is due next month”, which next month was April. So again I did not violate the payment agreement. I was not behind.
  
  I do not appreciate you guys twisting and manipulating the events that occurred. My story has stayed the same. And so far, this is the third different story I have gotten from UGI. 
  
  Regards,
  
  *************************

  Business response

  07/01/2023

  Dear ******************,
  
  When payments are returned, the customer may receive notification from their financial institution before the company receives notification of the returned payment.
  
  The company spoke with the customer on 02/28/2023 and entered into a payment agreement for the balance of $529.98 which was the balance due at that time. The system would only allow a payment agreement to be entered on a balance that is currently due.
  
  The company received notification of the returned payment after the payment agreement was entered.
  
  The company sent notification that the payment was returned,in addition notices of the past due amount prior to sending the termination notice. If the customer would have contacted the company the payment agreement could have been re-evaluated and adjusted to include the total balance due.
  
  The payments received after 02/28/2023 totaling $600.00 did not cover the returned amount due, and the payment arrangement amounts due,which lead to the termination of service.
  
  Service was restored on 06/23/2023, and a new payment plan was established for $1215.01.
  
  As a courtesy, for any misunderstanding, the company has removed the request for the security deposit and reconnect fee.
  
  We hope this resolves the matter.
  
  Please feel free to contact me if I can be of any further assistance.

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

  Customer response

  07/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  06/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Entered into an installment plan to pay off balance of utility bill owed. It has been almost one year and the billing is showing that money is being added to my bill that is supposed to go towards the installment plan. On my monthly bill it is also showing that the installment balance has not changed any and that no money is being put towards it even though there is money that is showing it is goi g towards the balance. The company has not been any help in figuring it out. The billing has not been corrected. Im a bit concerned that the money I am being billed is not going towards the amount.

  Business response

  07/01/2023

  Dear ******************,
  
  The customer was placed on a company payment agreement on 08/26/2022 for the balance of $796.32, and a 36-month pay-off installment plan.
  
  The company has reviewed the installment plan for $796.32 and discovered the bill print was not reflecting the payments that were being applied to the installment plan.
  
  To rectify this, we have updated her payment agreement based on her current balance of $545.78. The updated terms are $247.12 per month ($225.00 for Budget Billing and $22.12 for installment). If ****************** wishes to opt-out of the payment agreement, she can contact the company to request removal.
  
  The statement of account is included in this response to reflect how the payments were applied.
  
  Please feel free to contact me if I can be of any further assistance.

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

  Customer response

  07/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory to me. As they may have updated it per their response to you they have canceled it on my end and I have just received a bill totaling $745.78. I received this bill July 3,2023 and the due date of this bill is July 19, 2023.  The bill reflects a cancelled installment plan of ******. The ****** is more then the amount they told you. 
  
  Regards,
  
  ***************************
  

  Business response

  07/12/2023

  Dear ******************,
  
  In order to re-enter the payment agreement, the balance had to come to a true-up, which was reflected on the bill that was issued. However, the payment agreement was re-entered and is showing on the most recent bill issued on 07/07/2023.  

  The customer should be directed to the company to address any further questions or concerns.

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

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

• Initial Complaint

  06/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I requested a payment plan/shut off extension with them and they denied me. I only needed 10 days.

  Business response

  06/09/2023

  Dear ******************,
  
  Based on our initial review, the subject matter of the Complaint is within the exclusive jurisdiction of the Pennsylvania Public Utility Commission (“PUC”). The PUC’s jurisdiction includes disputes over “the reasonableness, adequacy, and sufficiency of public utility service. A PUC complaint was filed by *** ********** and served to UGI on 06/08/2023. 
  
  The PUC mediates and resolves public utility disputes through both formal and informal complaint processes. The PUC’s Bureau of Consumer Services, which addresses informal complaints, is staffed by personnel with specific utility subject matter expertise. The PUC also has dedicated administrative law judges with expertise in public utility practice who oversee formal complaints.
  
  It would therefore be advisable to allow the PUC to investigate and adjudicate the Complaint.
  
  There is currently a stay of termination on *** ***********’s account, pending The PUC’s review and decision on the matter. 
  
  Please feel free to contact me if I can be of any further assistance.
  

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

• Initial Complaint

  05/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  Business response

  05/18/2023

  Dear ******************,
  
  The company has researched **. ******* complaint.
  
  The only account UGI has in our records is an old account for service at ******************* Shippensburg, PA.  Account #************. This account has been paid in full since 12/15/2020.
  
  The company additionally searched our records for any calls coming in from the phone number he provided of ************, and the company had not received any calls from that phone number.
  
  The company tried to contact **************** at the phone number provided. There was no answer, the call went to voicemail, and a message was left to contact UGI Customer Care at ###-###-####.
  
  For our company to further research **. ******* complaint,additional information is required.
  
  The company is requesting **************** provided the service address that has the outstanding balance he is referring to.
  
  Please feel free to contact me if I can be of any further assistance.

  
  Best,

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

• Initial Complaint

  04/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  05/03/2023

  Dear ******************,
  
  Please be advised that proper termination procedures were followed, in compliance PA PUC regulations.
  
  *** ***** is enrolled in UGI’s Customer Assistance Program (CAP).
  
  On March 6, 2023, *** ***** was mailed a reminder notice for her past due CAP balance, at that time, of $254.  
  
  On March 21, 2023, a 10-day notice was mailed for the past due balance of $254.00, with a termination date on or after 04/03/2023. UGI did not receive any returned mail from the postal service.
  
  On April 3, 2023, three-day personal contact was completed, via phone, to the phone on record.
  
  UGI did not receive payment, nor contact, and service was terminated on 04/27/2023.
  
  04/27/2023, *** ***** called the company, and was quoted, $453 to restore (current past due CAP balance of $380 + $73 reconnect fee). She was provided Crisis information and other options for restoration.
  
  On May 3, 2023, UGI received a LIHEAP crisis approval for $453. The reconnection of service will be scheduled when *** ***** arranges access to the meter and appliances.  *** ***** can contact UGI to arrange access for restoration, if she has not done so already.
  
  Please note, that at times, UGI may experience higher-than-normal call volume and apologizes for any inconvenience caused to *** *****. We value our customer’s time, and customer satisfaction is our top priority. This matter will be relayed to the appropriate department.
  
  During times of peak call volume, customers have several self-service options available on ugi.com. Customers can pay their bill, request to start, stop, or transfer service, and submit an account/billing inquiry via the UGI website. Customer Service can also be reached at [email protected].
  *** ***** also has the right to contact the Public Utility Commission (PUC).
  
  The PUC mediates and resolves public utility disputes through both formal and informal complaint processes. The PUC’s Bureau of Consumer Services, which handles informal complaints, is staffed by personnel with specific utility subject matter expertise. The PUC also has dedicated administrative law judges with expertise in public utility practice who oversee formal complaints.
  
  Please feel free to contact me if I can be of any further assistance.
  
  Best,
  ***** ********
  UGI Utilities,
  Compliance Representative

  Customer response

  05/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: UGI States that they sent me verification that there was a shut off notice issued via mail and nothing was send back as a rejection to the postal service I did not receive anything threw the mail except my bill then on April 3rd an automated recording called me at 9:45am stating my service was going to be suspended on that day. Then I was completely shut off on April 27th.There is poor communication within the company to not determine an accurate shut off date for the customer Long hold times are appalling. When I did call in to see what the past due balance was the representative agreed as well that the hold times to speak to someone where extremely high it’s unfair to the customer as also as of march 2 my financial situation changed and I became unemployed from my full time position so there for the bill fell behind and ugi fails to recognize or understand any hardships and doesn’t comply in any payment arrangements as I tried in the past they have budget billing in which is not effective if a customer is out of work it leaves s customer unable to catch up on there bill I find thousands of customers are in the same situation no payment arrangements and ugi fails to work with there customers during any hardship times.

  Regards,
  
  ***********************

  Business response

  05/05/2023

  Dear ******************,
  
  Please be advised that UGI  spoke with ************** on May 4,2023 and informed her that the company received a LIHEAP Crisis approval for $453.00,and completed the service restoration on 05/05/2023.
  
  Enclosed please find copies of the reminder notice and 10-day notice mailed to **************. UGI received no returned mail.
  
  Company records indicate two phone calls were received:
  
  On April 7, 2023, *** ***** contacted UGI. However, that was a company Holiday, the office was closed, only the emergency queue was open.
  
  There is no record of any other attempts to contact UGI prior to termination on 04/27/2023, from her phone number on file of ###-###-####.
  
  On April 27, 2023, after the service was terminated, *** ***** contacted UGI, and according to UGI phone records, her wait time was 1 minute 63 seconds before a representative answered her call.
  
  During times of peak call volume, customers have several self-service options available on ugi.com, including the option to request a call-back if they choose not to wait on the line for a representative.
  Other options available to customer, is they can pay their bill, request to start, stop, or transfer service, and submit an account/billing inquiry via the UGI website. Customer Service can also be reached at [email protected].
  The company anticipates *** ***** is satisfied with the information provided.
  Please feel free to contact me if I can be of any further assistance.
  

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

  Customer response

  05/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:As stated by a prior representative saying even though ugi send shut off notices via mail doesn’t mean they actually got to me in which I only received one letter from them which was advertising natural gas.I’m rejecting the business response because I feel I was improperly shut off without exact notice. One recorded call on April 3rd at 9:45am and a few representatives for the company had said there was high call volumes from the end of march to mid April in which is unexceptable like i stated  in my last response long hold times ugi fails to work with customers that are going threw hardships and improper shut off notice those are the three factors in which I’m rejecting there response 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  04/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  04/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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,
  *************************

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