Complaints

This profile includes complaints for UGI Penn Natural Gas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  UGI Penn Natural Gas

  1 Pei Ctr Wilkes Barre, PA 18711-0600

• 

  UGI Penn Natural Gas

  24 W 4th St Williamsport, PA 17701-6206

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:11/27/2023

  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 paid my gas bill with a credit card that charge a $4.99 fee to process the payment right away, seven days later UGI claimed the payment was returned and charged me $35 for the returned payment. The bill I paid was $50.34 and the money was in the account, and Bank of ******* allows over drafts up to $99 with no returned fees. They are refusing to remove the fee and let me pay the $50.34 bill.

  Business Response

  Date: 12/04/2023

  Dear **. **********,
  
  The company received a one-time ACH check payment from the customer for $50.34 on 11/16/2023. The payment was returned from the customers bank on 11/22/2023 for insufficient funds. The company is within their right to charge a return check charge of $35.00.
  
  If the customer can provide documentation from his bank, that the payment should not have been returned, the company will remove the return check charge.
  
  The company offers payment options of paper check (by mail),ACH debit, credit or debit card through the company's Customer Portal for electronic billing, or through the company's online 3rd party vendor. There is no charge by the company for use of the above payment options.
  
  If payments are made at a payment center, and a service fee is charged, it is through that payment center, not the company.
  
  The customer 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

  Date:11/12/2023

  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.

  UGI refuses to put me on a payment plan. I was unemployed October 2022 to February 2023, I was put on a payment plan of $167 a month, in March or so my bill went from $167 to $287 with no heads up. When I called UGU stated the payment plan was cancelled with no reason. April 2023, my heat was shut off due to my bill increasing to $632 due to me not being able to catch up. Since then I have had no heat. On Monday November 6, 2023 UGI put a second shut off notice and want $1702 in full in order for me to get my services back on. Due to me being single, no kids, or health issues, I am unable to get any assistance on this. I explained to the representative I now work a stable job but with my income of $3200 BEFORE taxes I do not have the full amount in lump sum. They had no reaction or concern. Now Im stuck on how I will (1) get by this cold winter in this apartment with little to no insulation (2) pay in small increments and still have no heat. Not sure what to do at this point as winter is almost here and this has yet to be resolved due to asking for assistance.

  Business Response

  Date: 11/28/2023

  Dear **. **********,
  
  The customer was offered and accepted a company PAR on 11/16/2022, which consists of the monthly budget amount of $126.00, plus an installment amount of $39.55, toward the companies past due balance of $494.33. The budget amount is reviewed quarterly and is subject to change based on usage.
  
  The quarterly review on 03/01/2023, the budget amount increased to $208.00, increasing the monthly amount of the company payment agreement.
  
  The quarterly review on 05/30/2023, the budget amount decreased to $160.00, decreasing the monthly amount of the company payment agreement.
  
  The quarterly review on 08/29/2023, the budget amount decreased to $89.00, decreasing the monthly amount of the company payment agreement.
  
  The service was terminated for non-payment on 11/07/2023.
  
  The customer was provided the amount of $1775.65 to restore service, which includes $1702.65 utility + $73.00 reconnect fee. The full balance was required since the customer had two prior unsatisfied company payment agreements.
  
  The customer filed a PUC complaint on 11/13/2023.
  
  The PUC mediates and resolves public utility disputes through both formal and informal complaint processes. The PUC’s Bureau of Consumer Services, which 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.
  
  The PUC rendered a decision on 11/16/2023. The customer was required to pay $215.00($142.00 utility + $73.00 reconnect fee) to have the service restored, and then PUC payment agreement of $231.00 a month, which includes the budget amount of $89.00 and installment amount of $142.00 towards the remaining balance of $1560.65. The budget amount is reviewed quarterly and is subject to change based on usage.
  
  The customer made the required payment. The service restoration was scheduled for 11/17/2023, however, the company did not have the required access to complete the restoration of service. The customer contacted the company and scheduled service restoration to be completed on 11/22/2023.
  
  The service was restored on 11/22/2023.
  
  Please feel free to contact me if I can be of any further assistance.
  

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

• Initial Complaint

  Date:10/10/2023

  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 am the property owner of *****************Nanticoke pa. And I received a letter from a dept collector for $749.33 Of which I know nothing about. I called UGI and they said it's for apt #* I explained I have nothing to do with that. I do not wish to get involved with something not my responsibility. And they wouldn't remove my name from bill. Please advise Thanks much *************************

  Business Response

  Date: 10/18/2023

  Dear **. *********
  
  The complainant is the owner of ******************* Nanticoke, which is a commercial property with residential end use.
  
  The company contacted the owner on 01/03/2023, requesting access, as the tenant in APT* was requesting to discontinue his gas service, and the meter was in the basement. The electric service was already shut off.
  
  The owner did not want the gas service shut off, and requested the service be placed in his name, for both the gas and electric service at ***************************, Nanticoke, PA. until a new tenant calls for service. As requested, the services, both gas and electric, were placed in his name starting 01/04/2023.
  
  There was no further contact from the customer nor any request for service from a new party.
  
  The service was terminated, for non-payment, on 07/11/2023,with a final balance of $749.33.
  
  It is the company's position that the customer is responsible for the services rendered from 1/4/2023 to 7/11/20023. The company never received a request from the customer to discontinue service.
  
  Since no payments were received, the balance of $749.33 was sent to a collection agency. The customer can contact the collection agency.
  
  Please feel free to contact me if I can be of any further assistance.

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

• Initial Complaint

  Date:09/07/2023

  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.

  My service got disrupted with out notice. Then, when I called to deal with the error, they claim that they sent me a letter threatening shut off. I asked if the letter was sent certified because I received nothing but a regular statement stating that my bill was due on the 7th. I also explained that I am disabled and have a sickly child and they said I have to pay a deposit and wait till Thursday for a reconnection. That was two days away with no hot water, etc. I immediately gave them their money and had them send the medical necessity form to my Doctor which was filled out and faxed back. Thursday is here. We have been sitting here all day and waited and nothing. I called them at 11 and they claimed that a worker showed up to my house and banged on my door several times and no answer. I have cameras and was sitting right at my door along with two other adults and no one ever came. They argued that the GPS on the truck showed that he was there. I asked if he took a picture or has body cam, and they said no. I said he may have been in the neighborhood but never came to my door. I did my part and reminded the person that I am a disabled person and her response was she cant get anyone out today. I said that I was disabled again and she said that if the doctor were to send the letter before noon, then she could send someone out that day. My doctor already faxed it. If you have the power to send someone out the same day, and i already told you that the person never came and I have proof, then why without a doctors note, are you not able to honor the same day request. Your person screwed up and have proof. I cannot believe this. They are awful.

  Business Response

  Date: 09/15/2023

  Dear ******************,
  
  The company provided a written notice which is sent by first class mail. The company did not receive any returned mail from the postal service rendering the mail had been delivered. In addition, two phone attempts were made, and messages were left on the answering machine. The company did not receive a response.
  
  The customer was provided all proper notifications and rights before the termination of service on 09/05/2023.
  
  The customer was provided the option of a medical certificate, and the company sent the form to her physician. If received, the company is required to have the service restored within 24 hours from the receipt of medical certificate form. The company did not receive a signed medical certificate form back from the physician.
  
  The customer made the required payment on 09/05/2023. The required time frame for restoration is within 3 days after payment is verified. Service restoration was scheduled for 09/07/2023. The customer was informed someone 18 or order is required to provide access to meter and all gas appliances.
  
  The company was at the property on 09/07/2023 to restore service, however, no one answered the door, and service restoration could not be completed. A door tag to call and reschedule was left at the property.
  
  The customer called back that same day, and service restoration was scheduled and completed on 09/08/2023.
  
  
  Please feel free to contact me if I can be of any further assistance.

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

• Initial Complaint

  Date:08/30/2023

  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.

  UGI Gas tore up my driveway in November 2021. Continuous phone calls to get this repaired have gone unanswered with no resolution. Three different representatives from UGI over the course of this time period giving each person generous time to make repairs. Still no repairs. Additional photos could not be uploaded due to exceeding 5MB maximum.

  Business Response

  Date: 09/28/2023

  Dear ******************,
  
  The company spoke with the customer on 09/08/2023 and explained the driveway curb would be completed by 09/11/2023.
  
  The work was completed, as scheduled on 9/11/23.
  
  The delay for repairs was a combination of backlog of work for the concrete contractors, approval from the municipalities, and the weather conditions.
  
  The company received a complaint from the ************************* (***) on 09/08/2023.

  The *** mediates and resolves public utility disputes through both formal and informal complaint processes. The ***s Bureau of Consumer Services, which manages informal complaints, is staffed by personnel with specific utility subject matter expertise. The *** also has dedicated administrative law judges with expertise in public utility practice who oversee formal complaints.

  It would therefore be advisable to allow the ***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

  Date:08/19/2022

  Type:Service or Repair 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 purchased a tankless water heater and installed in march..ugi gives a 400 dollar rebate for this kind of purchase...its now gonna be September and still ugi through they're rebate company keeps asking for invoices and model number of the heater which I supplied many times through mail and email...also invited a representative from the company to enter my home and see the actual unit

• Initial Complaint

  Date:07/27/2022

  Type:Service or Repair 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.

  We were contacted by a man named KEVIN to have our old gas meters which were in the cellar to be put outside of our houses This was around March or April They can and did the work Left a sidewalk with black top on it When this man called us he threatened that he was going to turn my gas off if we didnt let them come when he said so VERY VERY rude They turned our gas off without telling us The one man on the job was so RUDE to us when i asked him why he didnt let us know he said call the 800# Then they left a hole in the cellar where the one meter was and all water was coming in My son fixed it We have called several times to ask then they will be replacing the sidewalk The latest phone call is now NOVEMBER I want my sidewalk replaced NOW