Complaints

This profile includes complaints for UGI Heating Cooling & Plumbing's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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UGI Heating Cooling & Plumbing has 3 locations, listed below.

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  UGI Heating Cooling & Plumbing

  PO Box 12407 Reading, PA 19612-2407

  
• 

  UGI Heating Cooling & Plumbing

  340 W Roseville Rd Lancaster, PA 17601-3141

  
• 

  UGI Heating Cooling & Plumbing

  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:08/30/2023

  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 installed our central air conditioner on 08-22-2015. It has a ten year warranty on all parts. The compressor burned out several weeks ago. UGI claims that it cannot be repaired and we need a whole new unit, at a cost of about $7,000. (One of their employees even stated that it was not installed properly). It appears that UGI is not honoring their warranty.

  

  Business Response

  Date: 09/08/2023

  We are in receipt of the complaint filed by ****************** and regret to learn of his dissatisfaction. UGI places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously.  We are happy to advise you that the issue has been resolved.
  
  In response to the complaint, a representative from ********'s Office of the President (“OTP”) contacted ***************** on September 5, 2023, to acknowledge receipt of his complaint. ***************** provided further details regarding his issue. The OTP representative then informed ****************** that they would reach out to the UGI Field Manager to assess the situation and determine whether to replace the entire unit instead of just replace the compressor.
  
  On September 6, 2023, the OTP member received feedback from the Field Manager and subsequently called ***************** to provide additional information and clarification related to the recommendation and justification of replacing his AC unit.
  
  ****************** remained dissatisfied with the rationale to replace the whole unit, opposed to replace a specific part. However, to progress towards a mutual resolution, ****************** requested a reduction in the replacement cost estimate.
  
  ****************** was contacted on September 8, 2023, by the UGI Manager, who advised as a courtesy they would replace and install a new unit at a discounted cost. ****************** accepted the offer. A tentative installation date of September 14, 2023, was agreed with ******************.
  
  We trust this response satisfactorily resolves **. ******** concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  We welcome ***************** to reach out to us with any further concerns.

  Customer Answer

  Date: 09/14/2023

  The only concern I have is if I was still under warranty (10) years and the unit went out in 8 why do I have to pay for a new unit? If I was still under warranty! a quick response would be appreciated.

  

  Business Response

  Date: 09/18/2023

  We are in receipt of the complaint rejection filed by ******************* and regret to learn of her dissatisfaction. ********* *** places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are happy to report that the issue has been resolved.
  
  In response to *********************** complaint rejection, a member of *********’s Office of the President (“OTP”) conducted a thorough investigation into the matter. Subsequently, a conversation was held with ***************** on September 18, 2023. During this conversation, ****************** confirmed that the installation of the new unit had been completed on September 15, 2023.He expressed his satisfaction with the resolution that had been previously agreed upon with UGI.
  
  We trust this response satisfactorily resolves ***. ******** concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  We welcome ****************** to reach out to us with any further concerns.

• Initial Complaint

  Date:08/23/2023

  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.

  Had a issue with hot water hater,teach came out said we needed a new one.said water was on floor. When my son went to look no water on floor,and water was suit off.No manager has call us

  

  Business Response

  Date: 09/08/2023

  We are in receipt of the complaint filed by ****************************** and regret to learn of her dissatisfaction. UGH HVAC places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are happy to report that the issue has been resolved.
  
  In response to the complaint, a representative from *********'s Office of the President ("OTP") reached out to **** ************* on September 5, 2023, and confirmed the receipt of her complaint. The OTP representative then spoke with *** ******* (her son), who provided additional details about the issue. *** ******* verified that he had already spoken to a supervisor from UGI, who had scheduled a visit for September 6, 2023.
  On September 6, 2023, the OTP representative followed up with *** ******* and confirmed that the Water Heater was indeed leaking and needed replacement. An estimate for the replacement unit was provided. Due to previous miscommunication, $250.00 was offered as a gesture of goodwill to assist with the replacement cost.  In addition, the OTP member informed *** ******* about a remaining $50.00 benefit amount that could also be applied to the replacement cost, lowering the total out-of-pocket costs to $1490.00. *** ******* accepted the estimate and expressed his intention to follow up with UGI to schedule the installation of the new water heater. *** ******* was satisfied with this resolution.
  We trust this response satisfactorily resolves **** *************’s concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  We welcome **** ******** ***** to reach out to us with any further concerns.
  

• Initial Complaint

  Date:01/16/2023

  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.

  It started when the pump to hot water tank would not stop running. I called *** with whom I had a service contract. *********** tech determined the hot water tank was leaking and stated it needed to be replaced. The tech turned off the water to the hot water tank. The tech then contacted ************************* of ******** who made an appointment for the next day (10-26-22) *********** tech left and it was 5-6 minutes later that the water pump began running again. I called the *** service number and asked if the service tech could return . He could not have been that far from by home. I was told no one could return for TWO DAYS. So I turned the furnace off again. I also turned it off after my first call because the call center could not provide any trouble shooting info. 10-26-22 ************************* of *** HAVC came and sold me a hot water tank for $3,000.00. 10-28-22 ******** installers arrived to put in the new hot water tank. The installers took about 6 hours to install the tank. Then they showed me the new tank. It was nothing like what was sold to me. Then the installer tells me that if a service tech needs to access a part on the tank he would need to cut through the wall from the ********* asked the installer way did he install this tank. The installer replied that when he opened the box and seen it was not the right tank he called his supervisor who told him to install it .After this expierence with *** I called another heating contractor who agreed to remove the hot water tank and install a new hot water system. 11-02-22 Spoke with ************************* ******** I informed him that my heating contractor would remove *** hot water tank. He was ok with that and refund my $3,000.00. 11-08-22 Spoke with ************************* and explained it would be a little while longer for my heating contractor to remove the tank due to other jobs that he was working on. ************************* informed me that his manager ( *****************) did not want to refund full price becaues it was taking to long to remove the tank and labor costs. 11-16-22 My heating contractor installed new hot water system. Due to family death and other medical issues and than the Christmas holidays I did not contact ************************* until 01-05-23 and renewed my request for a refund. ************************* *************) had his manager ***************** *************) contact me after a short conversation **************** agreed to refund my $3000.00. He went on to add that the employee who does that would process the refund the week of 01=09-23. That did not happen. I called three times 01-10-23, 01-13-23, 0116-23.

  

  Business Response

  Date: 02/17/2023

  We are in receipt of the complaint filed by **************** and regret to learn of his dissatisfaction. ********* *** places our customers at the heart of everything we do and considers customer satisfaction of utmost importance.
  In response to this complaint, a member of ***************** of the ********* conducted a detailed investigation of the issue and as a result, called **************** on February 7, 2023. **************** confirmed he received his refund of $3000.00. **************** advised that he canceled his coverage on December 19, 2022, and provided valuable feedback on his experience.
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome **************** to reach out to us with any further concerns.

  Customer Answer

  Date: 03/01/2023

  [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 received the $3,000.00 on Saturday February 18,2023. I thank you and the BBB for your assistance in this matter. 
  

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