Carmella's Cafe

February 24, 2017Dear [redacted] , [redacted] had prior Service with UGI at [redacted] **, ReadingThat service was discontinued, at [redacted] ***'s requests, on May 8, [redacted] was issued a final bill in the amount of $394.56.On June 15, 2015, after the service was discontinued, [redacted] *** called UG to confirm her account balanceShe was advised that the balance at the time of discontinuance was $Her security deposit of Swas applied to that balance, leaving her a final bill in the amount of $394.56.The final bill was not paid and was turned over to a collection agency in August 2015.There were no additional contacts from [redacted] until February 2017, when she was again advised that she is responsible for the outstanding balance of $394.56.Please feel free to contact me if I can be of any further assistance.Regards,Rose WSupervisor - Compliance

July 19, 2016Dear [redacted] :Please be advised that this matter has been reviewed, and UGI's position has not changedThe offer stands at $The signed Release and Settlement of Claim is required.Please feel free to contact me if I can be of any further assistance.Best Regards,Rose W Supervisor, Compliance

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me In addition, They have indeed sent a company out to make repairs and I am 100% satisfied Regards, [redacted]

July 21, 2017Dear [redacted] ,Please be advised that this matter has been resolved.The security deposit of $300, plus interest will be applied to [redacted] 's next billPlease feel free to contact me if I can be of any further assistance.Regards,Rose WSupervisor - Compliance

This letter is in response to the Revdex.com (Revdex.com) letter of Wednesday, August 5, and the above referenced Revdex.com complaint.We understand the customer is not satisfied with our local construction group’s efforts to restore damage done to his property caused by the repair of a gas leakWe have escalated this complaint to our claims group and will be seeking to reach an amicable resolution with Mr [redacted] I’ve personally called and left a message for Mr [redacted] to begin that processWe hope to resolve this issue to the customer’s satisfaction.I trust this satisfies your request.Regards,Ed R [redacted] Operations Manager – UGI Utilities, Inc

June 21, 2016Dear [redacted] :The repairs to the [redacted] 's fireplace remain pending because to date we have not received the signed Release and Settlement of Claim accepting UGI's offer.UG received a repair estimate of S751.68, for the fireplace, which we agreed to payTo provide the [redacted] 's with a timely settlement UG offered a release amount of $Per the Company's policy a Release and Settlement of Claim was prepared and delivered to the [redacted] residence with the offer of S1,000.UG stands by its offer of $1000, which is sufficient to cover the cost of the repair expenseThe signed Release and Settlement of Claim is required.Please feel free to contact me if I can be of any further assistance.Best Regards,Rose W.Supervisor, Compliance

July 19, 2016Dear *** ***:Please be advised that this matter has been reviewed, and UGI's position has not changedThe offer stands at $The signed Release and Settlement of Claim is required.Please feel free to contact me if I can be of any further assistance.Best Regards,Rose W Supervisor, Compliance

June 21, 2016Dear *** ***:The repairs to the ***'s fireplace remain pending because to date we have not received the signed Release and Settlement of Claim accepting UGI's offer.UG received a repair estimate of S751.68, for the fireplace, which we agreed to payTo provide the ***'s with a
timely settlement UG offered a release amount of $Per the Company's policy a Release and Settlement of Claim was prepared and delivered to the *** residence with the offer of S1,000.UG stands by its offer of $1000, which is sufficient to cover the cost of the repair expenseThe signed Release and Settlement of Claim is required.Please feel free to contact me if I can be of any further assistance.Best Regards,Rose W.Supervisor, Compliance

February 24, 2017Dear *** ***,*** *** had prior Service with UGI at *** *** **, ReadingThat service was discontinued, at *** ***'s requests, on May 8, *** *** was issued a final bill in the amount of $394.56.On June 15, 2015, after the service was discontinued, *** ***
called UG to confirm her account balanceShe was advised that the balance at the time of discontinuance was $Her security deposit of Swas applied to that balance, leaving her a final bill in the amount of $394.56.The final bill was not paid and was turned over to a collection agency in August 2015.There were no additional contacts from *** *** until February 2017, when she was again advised that she is responsible for the outstanding balance of $394.56.Please feel free to contact me if I can be of any further assistance.Regards,Rose WSupervisor - Compliance

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

July 21, 2017Dear *** ***,Please be advised that this matter has been resolved.The security deposit of $300, plus interest will be applied to *** ***'s next billPlease feel free to contact me if I can be of any further assistance.Regards,Rose WSupervisor - Compliance

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: a few things they still are not doingGiving me a detailed bill of my costs every month I get a total that I owe and nothing else is detailed before I switched the bill into my name it was detailed with every dollar that shows up on the billSending me just my total every month with nothing to back it up is not solving my disputeThey over charged me at least $I moved in January not December I was told that I had to pay from December (which had all previous bills from the house added to it) because that's how they had to do itAnd I was also refused when I asked for a detailed bill that I should have recieved every month from January to MayI had to argue with the lady and get a manager on the phone then they sent me that terrible excuse for a detailed monthly bill in the mailStill have not seen a bill for those months detailing my usageIn one bill they charged me $for distribution fees which is ridiculousThe paper work has never been right since day How do you not send a bill for months? Then just send me one saying I owe $for months of gas? That's wrong and them telling me they looked in to it so its fine is not cutting itThey made a mistake and have done nothing to rectify this mistakethe bill with the months on it is not detailed at all and this is the continued effort of theirs to ignore their mistakes and just having me go in circles while they deny it charging me late fees and my bill has still been going up even after I've been paying their amount that they said would help to bring this bill total downNone of the paper work I've recieved has given me any confidence in this companies ability to determine mistakes let alone fix them especially if it costs them moneyI Should know exactly where every penny is from on my bill and it shouldn't be this difficult to obtain it. Regards,
*** ***

March 24, 2017Dear *** ***,In response to the second inquiry regarding the same matter, UGI's position stands as is*** *** wasissued a final bill and is responsible for the balance of $394.56.*** *** also filed a complaint with the PA Public Utility Commission, and UGI has provided the same response.Please feel free to contact me if I can be of any further assistance.Regards,Rose W.Supervisor - Compliance

March 7, 2016Dear *** ***:*** ***'s first contact with UGI regarding service to * *** *** Easton, was on May 8, He informed the company that he already moved into the property and was responsible for the service effective December 23, The service was then placed in his name and
back-dated to December 23, The initial bill in the amount of $was for a total of days for services rendered from December 23, 2014, through April 28, The bill was based on actual meter readings.*** *** disputed the bill and was issued a written utility report (see: enclosure) advising him that the bills are correct as rendered and he was provided a breakdown of the monthly usage*** *** was not issued bills between January and April, because he was not the customer of record during that time (service was active in another party's name)He only became a customer of record when he called in May 2015, to establish service effective December 2014.On October 29, 2015, termination procedures were started for non-paymentNo payments were made on the account since it was established*** *** did not call the company in response to the termination noticesThe service was terminated on November 17, *** *** called after the service was terminated and stated he was still disputing the billHe was advised that the matter had been addressed with him, and he was provided the company's position and Customer rightsHe was advised of the payment required to restore serviceHe made the required payment and entered into a payment agreementThe service was restored November 18, 2015.*** *** failed to comply with the payment terms establishedTo date only three payments have been received on the account, one being a returned check for No AccountHowever, on March 3, 2016, a second payment agreement was established with *** *** and he is not threat of termination at this timeCustomer assistance information was also provided. It is the Company's position that the bills are correct as rendered*** ***'s complaint has been addressedSee: enclosed company utility report to the customer.Please feel free to contact me if I can be of any further assistance.Best Regards,Rose W***Supervisor, Compliance

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: they never mailed me a final bill, this was confirmed to me when I called UGI on February, the rep acknowledged that a final bill was not mailedPlease ask UGI to listen to their recorded conversations and to listen to the part where the rep tells me that a final bill was not mailed
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]Complaint: ***
I am rejecting this response because: We will not sign a release of our rights in order for the company to fix the problem it caused, and will further escalate the matter if necessary.Our requests are reasonable and fair
Regards,
*** *** *** ***

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. In addition, They have indeed sent a company out to make repairs and I am 100% satisfied.
Regards,
*** ***

November 1, 2017Dear *** ***:UGI recently had a main frame system conversionIt was confirmed that there was an error which prevented *** *** from paying on line, but that matter has since been resolvedA credit of $has been applied to the accountA customer service representative
called *** *** and provided a detailed explanation, and advised him to contact the company if he had any further questions or concerns.Please feel free to contact me if I can be of any further assistance.Best Regards,Rose WSupervisor-Compliance