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U G I Utilities, Inc.

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Reviews U G I Utilities, Inc.

U G I Utilities, Inc. Reviews (13)

On Nov 17th 2017. UGI replaced my copper gas lines. During this time I was updating my house and not living there 24/7. Once I hooked up the washer and began to use the appliances again the sewer line backed up in to my house. I have lived here for 10 years no plumbing issues. So I call a plumber and he tries everything and tell me he believes that the gas company most likely hit the sewer line. I call UGI they give me an email to submit a claim. I explain to them that I have a 5 year old and my 85 year old in the house. It is cold out and we have to either stay at a hotel some nights or a friends. I have to do laundry else where. Plus pay fees for a plumber. I made the first call on Dec 29, 2017 and no one called me back I had to call them on Jan 2, 2018.

Review: UGI is threatening to disconnect my services for a balance of $126.00 on Friday, September 19th, 2014. This balance that is owed is a Security Deposit that after 15+ years of being with UGI they added to my account to benefit themselves. They are threatening to disconnect the water heater in my home of 3 kids and 3 adults for a balance of $126 that they added to my account, not that I have utilized this amount this is just their fee to threaten me to pay my bill on time.

I have asked to speak to a supervisor and Bethany mentioned that they can only take my number and call me when a supervisor can. I asked her to check to see if one is available since this was an urgent situation and she would not! She said that they would call me within 24 hours. My UGI utilities may be shut off my then.

I called back and spoke with David and asked him to make an ugent note on my account. He stated that a supervisor will call me by the end of the business day tomorrow. Which of course is past the shut off notice.

They see a family struggling to pay and they add this fee to set them up for failure. I have always managed to pay my bill.

As of today my balance is $16.58 of the utilities that I have used that is due on September 23, 2014.Desired Settlement: To reverse the security deposit amount of $129 immediately.

Business

Response:

Dear [redacted],

This customer's complaint is for UGI Utilities in regards to a gas bill and not UGI HVAC Enterprises, Inc. I have forwarded the complaint to them for their handling. Please reassign this complaint to the appropriate company.

Sincerely,

Pam J[redacted]

General Manager - UGI Heating & Cooling

Business

Response:

Dear [redacted],

Please be advised that this complaint was resolved. The termination was cancelled on 9/18/14, which was the same day she contacted the company. A supervior call was returned that same day and a payment agreement was entered on her gas bill. She was also advised that she must pay the remaining balance of $31.50 due on her deposit of $126. She was required to pay of $126 for failure to make timely payments. She was given warning in January 2014 to make timely payments or the deposit would be imposed. She failed to due so and the deposit was imposed in April 2014.

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

Regards,

Rose W[redacted]

Review: To whom it may concern:

I have contacted UGI Utilities several times regarding the problem with their new website and online payment system.

The new system does not work. It did not bill me properly. The letter I sent to UGI back on October 26, 2013 explains the original problem in great detail. I have included a copy of that letter in this documentation packet for your reference.

In spite my calling UGI customer service over 10 times across a period of three days, I was not able to make contact via the telephone with the manager named [redacted], who originally left me a voice mail response to my October 26, 2013 letter.

In the voicemail [redacted] left, she did not answer any of the specific questions I asked in my letter and thus did not resolve any of my problems other than to say that she waived the late payment charge because of the system glitch.

I still needed specific answers to each of my other questions, and since it has proven to be impossible to speak with anyone at UGI on the telephone to solve this problem, I obtained her email and send my questions again via email on October 29, 2013. I have included a copy of that email in this documentation packet for your reference.

I did not receive any response to my second attempt at written communication via email, and I already spent several hours of time trying to contact her by telephone to get these questions answered.

Between October 29, 2013 and November 11, 20143, I noticed that re-occurring payment data in the new system changed again without any interaction with it by me. It appears to me that the new system restored invalid banking and reoccurring payment information, and then deleted that invalid banking and reoccurring payment information, but it also deleted the original valid recurring payment that was present in the old system.

When I noticed that the valid reoccurring payment configuration had been wiped out by the new system combined with the fact that I could not get in touch with the designated invidual at UGI, and UGI customer service said they can’t help me because I need to speak with [redacted], I took it upon myself to go into the new system on November 7th and manually re-add it so that it would take payment 15 days before the bill is due and I would not receive another letter form UGI telling me I didn’t pay my bill even though the new UGI system is so screwed up it’s the root cause of the problem. I always pay my bills.

After re-adding the reoccurring payment, I assumed that it would work.

Everything worked fine in the original UGI system. When UGI eliminated the original system and implemented this new system, it has not worked since implementation.

I am concerned that UGI is unable to solve this problem and UGI’s lack of attention and refusal to dedicate resources to resolve this problem will result in my being penalized for not paying my bill even though UGI ’ s system refuses to operate properly.

It is also not right that I have to spend hours upon hours of my valuable time to deal with this when UGI caused the problem and UGI to date is not doing anything to fix it.

This is the second bill since the new system was implemented and the new system continues to be broken and not accept payment.

How many more bills is the new system not going to collect payment on?

I would like UGI to make things right by doing the following:

1. First and foremost - FIX THE BROKEN SYSTEM - THIS FEELS LIKE [redacted] - ITS SO BROKEN - obviously if the new system remains broken, nothing else can happen. Please fix it.

2. Make sure the system hasn’t added any late payment fees to any of my bills. Since it is taking UGI months to deal with this, the broken system may continue to add late payment charges for the current and next set of bills until UGI fixes it. Make sure those late payment fees don’t get added.

3. Once UGI fixes their system, UGI must provide written communication to me via email AND fax stating the broken system has been fixed. I won’t accept phone calls. Don’t call. I want everything done through email and fax so that I can keep a paper trail and hold someone accountable. My email is [email protected] my fax is (610) 743-8447. Please send communication to both email and fax.

4. After you notify me that you fixed the system, please credit me $150 for having to spend my valuable time dealing with these problems.

Desired Settlement: I would like UGI to make things right by doing the following:

1. First and foremost - FIX THE BROKEN SYSTEM – THIS FEELS LIKE [redacted] - ITS SO BROKEN – obviously if the new system remains broken, nothing else can happen. Please fix it.

2. Make sure the system hasn’t added any late payment fees to any of my bills. Since it is taking UGI months to deal with this, the broken system may continue to add late payment charges for the current and next set of bills until UGI fixes it. Make sure those late payment fees don’t get added.

3. Once UGI fixes their system, UGI must provide written communication to me via email AND fax stating the broken system has been fixed. I won’t accept phone calls. Don’t call. I want everything done through email and fax so that I can keep a paper trail and hold someone accountable. My email is [redacted] my fax is ###-###-####. Please send communication to both email and fax.

4. After you notify me that you fixed the system, please credit me $150 for having to spend my valuable time dealing with these problems.

Consumer

Response:

---------- Forwarded message ----------

From: Revdex.com of Metro DC and Eastern PA <[email protected]>

Date: Mon, Nov 18, 2013 at 12:32 PM

Subject: Fwd: Please add the attached document “2013-11-17_UGI_Letter.pdf” to Revdex.com Complaint ID [redacted]

To: [redacted]

---------- Forwarded message ----------

From: [redacted]. [redacted] <[redacted]>

Date: Sun, Nov 17, 2013 at 5:01 PM

Subject: Please add the attached document “2013-11-17_UGI_Letter.pdf” to Revdex.com Complaint ID [redacted]

To: "[email protected]" <[email protected]>

Cc: "[redacted]. [redacted]" <[redacted]>

To whom it may concern:

Please add the attached document “2013-11-17_UGI_Letter.pdf” to Revdex.com Complaint ID [redacted]

This document contains the complaint itself and is the same document referenced when I filled out the form in your system and stated under the “Nature of Complaint” section:

· The complaint document and all related details can be access via the following hyperlink: http://www.[redacted].com/docs/2013-11-17_UGI_Letter.pdf

Thank you.

Sincerely,

29 Hilbert Court, Reading PA 19606-1219

Phone: ###-###-#### Fax: ###-###-#### |

Email: [redacted]

Review: I paid my bill with UGI through the website the provide to their customers, however my service was still shut off. I made the arrangements for the payment on a Saturday to come out on Monday as the company's website does not allow payments to be posted on a weekend. On Monday afternoon my services wereshut off because the company's claimed that since the website is a third party they have no idea a payment has been made or posted to an account unless a person calls and they tell them they made the payment, however this is not what I have been told in the past. I was told that the payment would be seen immediately as I can admit to being late on many other occasions, but I have never had my services shut off. Now I am being charge an extra 73 dollars as a turn on fee even though my payment posted on that same Monday. If they are going to use a website they should be able to see the payment in the account or at the very least check before they disconnect a customer's service. This is not a good practice.Desired Settlement: I ask that the 73 fee be waived as a courtesy to a longtime customer as well as the company should change its practices or at the very least invest in a website that is run and controlled by the company so this would not happen to any other customer.

Business

Response:

Dear [redacted],

It is the company's position that proper termination procedures were followed. [redacted] received the required notices and the service was terminated on 7/21/14.

After the service termination [redacted] called to report she made a payment through an on line payment agent. At no time prior to that, did [redacted] call the company to report of her intent to pay by that method, or to inform that the payment was actually made. That payment was not posted to the account at the time the service was terminated. It is the customer responsibility to inform the company of a payment made to avoid a termination.

As a courtesy, the company did waive a requests for the required security deposit for restoration, but required the $73 reconnection fee. The service was restored on 7/23/14.

A complaint was filed with the Public Utility Commision on 7/22/14. The Public Utility Commision closed the case on 8/12/14, noting the restoration requirement were paid and the service was restored.

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

Regards,

Rose W[redacted]

Review: UGI Utilities has failed to further investigate why my security deposit check was not received. It was mailed out on December 24, 2013, as I was told, but never received. It has been 2-3 weeks since I called regarding the issue and was told it would be investigated as to where it was sent, why it was returned, and if it was cashed, who cashed it. Upon my phone call today, February 12, 2014, the issue was still not resolved, no answers regarding the investigation were provided, and they told me to call back on Friday.Desired Settlement: I want my security deposit back.

Business

Response:

Dear **. [redacted],

A review of **. [redacted]'s account indicates that a refund check in the amount of $52.95 was issued on December 24, 2013. On Janury 28, 2014, **. [redacted] contact UGI to report that she had not received the refund check. The information was forwarded to UGI's accounts payable to investigate.

UGI has no has record of the check being returned or cashed. Therefore, a stop payment was placed on that original check and a new check was mailed on February 19, 2014.

The company apologizes for any inconvenience this may have caused and anticaptes that **. [redacted] is satisfied with the refund of $52.95.

Please feel free to contact me if any further information is required.

Best Regards,

Review: Two web bill payments were accidentally sent to UGI for credit to my account the dollar amount was equal o 3-4 months of my normal billed amount from UGI. I contacted my bank and because the funds were sent electronically to UGI. I was told that they will need to process he refund. I contcated UGI and was told that I needed to have the bank sent a letter on letterhead stating that my account had been cleared and that I was requesting a refund and that the bank had verified these transactions. I was told initially that the refund check would be mailed out in 4-5 business days after the payment had been recieved. I called to check on the status and the rep on the phone was very rude. She told me that they do not do that and then I asked her to look at my account and see if there were any remarks stating that the letter was recieved. She reluctantly placed me on hold to look up the information that I had requested. Then came back on the line and told me that the refund process could take up to 6 weeks. I let her know that I thought that was incorrect and told her I would file a complaint because that was not what I had been told initial.Desired Settlement: I would like the refund of my over payment to be processed timely. The last rep I spoke to said the refund process could take 6 weeks well by that time my overpayment would have almost been exhausted by my normal monthly billing. I think that this is an unfair business practice that a company can hold your money for that length of time when no money is currently owed. This cause a financial hardship for me and I need it to be corrected.

Business

Response:

Dear [redacted],

Please be advised that this matter has been resolved. A refund check in the amount of $190.04 was issued on 8/16/14.

Refunds can take 4-6 weeks to complete.

[redacted]s first contact requesting the refund was made on 8/8/14.

Please feel free to contact me should you require any further assistance.

Regards,

Rose W[redacted]

Review: Well My service I haven't been able to have heat for at least 4-5 months, since winter has started. Due to financial proble** because I've been a widow mom of 3 for 5 years and its been tough. We and everyone in this world have had a hard winter so far with so much snow and cold below 0. First because I haven't kept my 2 payment arrangements I couldn't have another payment arrangement. Which I think is not right and not fair because I've been with them since I moved here to Pennsylvania. Finally I paid my bill of 1266.77 on Feb 11,2014. Since the service was off for so long I guess they had to run a pipe and a pipe had to go through my house which wasn't done that time just because I had no service. The company sent a gentlemen to turn it on but he did not know that he had to do more work which he wasn't equipped for that. So I had to step out of work to be when the service was to be turn on but that couldn't happen. I called the company right away and I talked to this lady that was very uncooperative to begin with in the first place, she didn't give me no assurance or good a judgment of my circu**tances. She was rude and not having sympathy of my situation. I was very respectful and explaining my situation and I had did my part so I just wanted my service back on. She was saying that they were not aware that the job was incomplete, but that is not my problem when every company should be aware of everything that goes on. She was telling me that wouldn't think that my service wasn't going to be on today feb,12 2014. I am very unhappy and very dissatisfied of their service. Customers should have good customers care no matter what the circu**tances are especially in this winter and I have 3 boys, 18,14 and 10 years of age and a hard working single widow mom just trying to survive in this world and it hasn't been easy. I hope I can get a piece of mind and have consideration on my situation please.Desired Settlement: May be a apology letter and the turn on deposit to be refunded back because of all the unpleasant workers that I have talked to. Everyone has proble** and everyone has to learn to leave their proble** at home or leave it to the**elves and do not take it to work or blame on no one for it.

Business

Response:

Dear **. [redacted],

Review: Was charged a 300.00 security deposit that was removed from my account. Charged was removed in June, payment in full was given. Called in July for account number: [redacted] for a bill of 325.32. Was told that the 300.00 was "not there" and that the bill total was 25.32 in full, "just wait until August statement comes out:,, On 7/21/2014 my checking account was debited 325.32 and taken from that account.Desired Settlement: I want the 300.00 returned to my checking account.

Business

Response:

I apologize for the delayed response.

This matter was resolved. A credit of $300 + interest was applied to the customer's account. The customer was notified and will be receiving a refund check.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I called numerous times about the same issue. my complaint was the lack of knowledge the cust serv reps have. So much wasted time on the phone with these people! Rep told me 7/28 or so that I neededto pay $15 (a shortage from a pmt plan) in order to catchUp.Instead I get a shut off notice. I asked CSR to review recordings to verify CSR told me wrong info. I was adv. thatI needed to pay another $15 to avoid shut off. When I receive a call back, they leave VM telling me what my pmt plan amt is. NOT what I Asked For

Business

Response:

Dear [redacted],

This matter has been resolved. [redacted] is on a payment arrangement for $265/monthly. However, she was making monthly payments of $250, which was causing her payment arrangement to default. For the month of July she needed to pay a $30 to reinstate her agreement, which was for two payments of $15 that was still due on her payment arrangement. It appears, however, that there was a mis-communication and [redacted] was only told to pay an additional $15 for the month of July. As a result, a notice did produce because the payment arrangement was still showing in a past due status for that additional $15. To date, however, [redacted] has paid the amounts needed to reinstate her payment agreement and has no collection activity.

UGI's call center supervisor has contacted [redacted] and apologized for any mis-communication. In addition, as a good company relations gesture, the company applied a $25 credit to her account for any inconvience this has caused.

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

Best Regards,

Rose W[redacted]

Review: UGI has explaned to me that it will no longer except with checks due to three insufficient funds transactions over the years we have done business. We tried to explain to them that some of the payment problems come from an issue we had when we had to cancel our bank card when it was lost out of state. We had already made a payment because we would be out of town for a week, then we lost our bank card and cancelled them. Also they excepted our last payment two months ago. So I don't understand why all of sudden they are denying our payments unprovoked.Desired Settlement: Allowing us to pay our bill online

Business

Response:

Dear [redacted],

Please accept my apology for the late response. Several job duties have changed and I believe this case may have been lost in the transition.

It is company policy and procedures that it will not accept a personal check if the customer, within the past year,has tendered a check which has been returned for insufficient funds or for which payment has been stopped (Please refer to Chapter 56.94 (2) of the PUC regulations relating to methods of payment).

The UGI account in question is in the name of [redacted]. **. [redacted], complaintant, is not listed as an occupant or an authorized agent on behalf of **. [redacted].

As a result of the two returned payments listed below, UGI will not accept a personal check as a method of payment on this account.

$76.00 returned 7/1/13 - Insufficient funds.

$85.00 returned 6/3/13 - Insufficient funds.

Please note, however, that checks mailed through the U.S postal system are not always caught and may go through the normal course of posting.

Please feel free to contact me if you need any additional information.

Best Regards,

Review: I needed to turn on my Heat and Hot Water with UGI that was turned off by a roommate that no longer resides at this place of residence. I contacted UGI and provided all necessary information to have the Heat and Hot water turned back on. I even stayed at a friend's house with my son until it is turned on so that we can take showers and do laundry. It is now over a week, and I have given them $ necessary for their "Deposit required" and they STILL have not turned it on. I am getting impatient now. If they are not willing to provide me the product needed then I need my deposit back and I will go else where!Desired Settlement: I want my Heat and Hot water turned on!

Business

Response:

Dear [redacted],

Please be advised that this matter has been resolved. The service was restored on 8/15/14.

[redacted] paid the required security deposit, however, he did not schedule a date for service restoration. Contact was made on 8/13/15, and the service restoration was scheduled for 8/15/14.

Please contact me should you required any additional information.

Regards,

Rose W[redacted]

Review: On April 9, 2014 UGI came to my home to repair the gas line out front, which runs directly under the sidewalk across the bottom of my porch stairs. I was assured that whatever they dug up would be completely replaced by them at no cost to me. I took an entire day off of work (with only 2 days notice from them) they dug up an entire area at the bottom of the stairs, replaced the line and filled the hole with gravel. I did not realize it was not filled in with pavement (which is the way they found it) until after they left. I called every week since then, begging them to fill the whole in and put it back the way it was when they found it. I have tripped in it coming off of my porch and my downspout is propped up because of it, causing water to sit against the foundation of my home for over a month now. Every time I have been told that someone would call me within 3 days and I have never received a call, or that a work order has been put it. I finally was transferred to a supervisors voicemail after 3 weeks of calling and complaining, left a message, and they sent 3 men out here who put MORE gravel down and left before I could even see what they did. I called again and FINALLY got to speak with a supervisor who PROMISED me that he had the order and that 30 days had to pass from the time they filled the hole in otherwise the pavement could crack. I told him that if that would have been explained to me the first time, there wouldn't have been a problem. On May 14th I sent a complaint through their website, which says they will respond within 2 business days. Today is May 19th, I have had no response, and there is still a hole at the bottom of my porch stairs.Desired Settlement: I would like my property to be put back the way they found it. I took off of work so they could do their job, the LEAST they could do is fix what they promised to.

Business

Response:

Dear [redacted]:

Please be advised that this matter has been resolved. The work was completed on May 27, 2014.

The hole was originally filled with gravel and left to set before the permanent work could be completed. That process usually takes up to 90 days. This job was completed prior to that.

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

Regards,

Review: After paying over $100 on Wednesday May 1st to have my gas turned on I was told that it would be turned on the following business day (May 2nd). Today is now May 2nd and my gas is not turned on. I called UGI to figure out what was going on and I was told that since it is no longer "heating season" they are not setting up appointments for the following day. The representative then told me they will send someone out on Monday May 6th to turn it on. So I was charged over $100 based on the statement that my gas would be turned on the following day but I now have to wait 6 days. I told her that was unacceptable and I needed it turned on sooner than that because I can not heat my house tonight when it gets down to 40 degrees, I can not cook because my oven and stove require gas and I can not take a shower because I dont have hot water. She said it will be rescheduled for Friday May 3rd between 8 AM and 4 PM. So now I was charged $100+ then lied to and now I have to wait another day PLUS I will have to take off work and lose several hundred more dollars because I have to sit at home from 8 to 4 waiting for someone to show up. If they have an automated system saying my gas will be turned on the following day and a representative tells me the following day then it should be done the following day regardless of whether it is "heating season" or not. If they can not follow through with turning my gas on the next business day then I should be told that and they definitely should NOT take payment from me.

I have only been a customer for a day and this is already some of the worst customer service I have ever experienced. How is it acceptable for someone to have no heat, no hot water or the ability to cook for 5+ days?!Desired Settlement: I believe I should be reimbursed for my start up fee because they did not activate my gas when they said they would. Also since I will now have to take off a full day of work and not get paid for the 8 hours I will have to sit at home and wait for a tech to come turn my gas on, I think that I should also be given a discount on AT LEAST my first month of service if not more.

Business

Response:

We do not have record of service being applied for at this address in the name of [redacted]. However, Service is scheduled to be turned on, on 5/3/13 for another applicant, after required payments were made today, 5/2/13.

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because: No the account was not set up in my name because I was working at the time so it was put under [redacted] but as clearly shown, my credit card was used for payment. It does not matter if the account is under my name or [redacted], I am the one that made payment and I was the one told it would be 5 days instead of 1. Also the payment was made on the evening of May 1st not May 2nd, UGI may not have processed my credit card until then but my card information was given on May 1st. The only reason a tech came on May 3rd was because I had to call in and complain that I was lied to and that Monday was not acceptable. It was still a day later than I was told and I still had to take off of work because I was given an estimated time of 8 AM to 4 PM.

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Description: Pipe Line, Oil & Gas Wholesaler & Distributors, Electric Companies, Heating & Air Conditioning

Address: 225 Morgantown Road, Reading, Pennsylvania, United States, 19611

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