Complaints

This profile includes complaints for U G I Utilities, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  U G I Utilities, Inc

  225 Morgantown Rd Reading, PA 19611-1949

• 

  U G I Utilities, Inc

  1500 Paxton St Harrisburg, PA 17104-2615

• 

  U G I Utilities, Inc

  400 Stewart Rd Hanover Township, PA 18706-1457

• 

  U G I Utilities, Inc

  262 Conestoga St Lancaster, PA 17603-5304

• 

  U G I Utilities, Inc

  2121 City Line Rd Bethlehem, PA 18017-2150

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

• Initial Complaint

  Date:04/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 05/03/2023

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

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

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

  At times, *** may experience higher-than-normal call volume and apologizes for any inconvenience caused to ****************. We value our customers time, and customer satisfaction is our top priority. This matter will be relayed to the appropriate department.

  During times of peak call volume, customers have several self-service options available on ugi.com.Customers can pay their bill, request to start, stop, or transfer service, and submit an account/billing inquiry via the *** website. **************** can also be reached at ***********************.

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

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

• Initial Complaint

  Date:04/02/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

• Initial Complaint

  Date:03/27/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/27/2023

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

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

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

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

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

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

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

  Best, 

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

• Initial Complaint

  Date:10/24/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 11/07/2022

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

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

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

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

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

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

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

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

  Best,
  

  Rose W*******;

• Initial Complaint

  Date:09/18/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received bill in 8/23 for 51.00. Bill states my account's balance was -22.30. Despite multiple calls during business hours, could not contact customer service due to "higher than usual call volume". Paid bill in full on 9/3/22. Recently received bill for 101.00. Actual account balance is now 27.30. Did not receive credit for payment on 9/3 nor receive credit for 22.30 despite their own records showing my account having a negative balance (credit owed for over payment). Again, despite multiple calls during business hours, could not reach customer service due to "higher than usual call volume". Called automated line to see if there was an error due to billing cycle/payment time, could not receive any account information what so ever. I want to know why my credit owed by Ugi was not applied to my account, why they can't be reached, and why I need to pay my CAP amount despite using less fuel than allotted via CAP. I have both bills in question but not access to a scanner/printer. Will happily send if required.

  Business Response

  Date: 09/23/2022

  Dear ******************, 

  Please refer to the enclosed statement of account.

  **************** is enrolled in CAP, and all credits were properly applied to the CAP bills. *** ****** can choose to remove himself from CAP and will have a credit of $70.51, as indicated in the statement. However, a voluntary removal from CAP, will have a stay out period of 12 month, and he will be required to pay the actual bills as rendered.
  
  *** ****** should be directed to contact the company to discuss his options.
  
  Please feel free to contact me if additional information is needed.
  
  Best,
  
  Rose W**********

• Initial Complaint

  Date:09/16/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 2 separate accounts with UGI, 1 for my business and 1 for my residence. These accounts are paid out of different bank accounts. In June, they applied both my residential payment and my business payment to my business account. So my July statement came with a large credit on my business account and a past due balance on my residential account. I contacted them and requested they move the credit and remove the late fee. My July statement came and the credit had still not been moved, however, they applied both my payments to my residential account. I contacted them again, 3 more times. They are refusing to move the credit and refusing to remove the late fee's. This is an accounting error on their part (CFPB 1026.13(a)(4)(5)). They are in violation of CFPB 1026.13(c)(1), CFPB 1023.13(d)(1), & CFPB 1023.13(e)(1)(2).

  Business Response

  Date: 10/04/2022

  Dear ******************, 

  Please be advised that the customer has an open PUC Informal Complaint. The complaint is being investigated, and response is pending. 

  Please let me know if I can be of any further assistance.
  

  Best, 

  Rose W***********

• Initial Complaint

  Date:08/26/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being billed for gas usage that I had not accumulated in the last two months. I had called UGI and they could not give me a solid reason for my high bill. They tried to tell me it was because of my past due balance, but in the bill I have attached. My installment plan for my past due is only $30. I am not sure where the other higher amount is coming from. Please refer to the attached usage graph as well represented in dollar amount. The usage is a lot lower than charged on my bill.