Consumer Response & Rebuttals:
The Migration Rider is a UGI Tariff charge approved by the Public Utility CommissionThe customer is not being over billed or penalizedUGI is required by law to charge customers exactly what the company paid for natural gasBecause UGI’s
gas cost rates change only quarterly and actual gas costs can change daily, a mechanism is in place to insure that customers ultimately pay the exact same price for UGI purchased gas as UGIThe Migration Rider is a trfor the gas purchased from UGI for the months period to switching to an alternate supplierIt can be either a charge, or a credit based on natural gas cost incurred compared to gas cost chargedIt will apply for a month period and then be eliminated.Enclosed please find a copy of the company's Tariff on Migration Rider
Dear *** ***,
Please be advised that this complaint was resolvedThe termination was cancelled on 9/18/14, which was the same day she contacted the companyA supervior call was returned that same day and a payment agreement was entered on her gas billShe was also advised that she must pay the remaining balance of $due on her deposit of $126. She was required to pay of $for failure to make timely paymentsShe was given warning in January to make timely payments or the deposit would be imposedShe 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***
Dear *** ***,
Company records indicate that at least two company payment agreements were negotiated with *** ***. One in January 2015, and the second in May 2015. Neither agreement was complied with. Also, on May 18, records indicate that *** called for an
extension on the payment arrangement, which was granted. The payment agreement terms were for $36/monthlyThat consisted of the average bill of $16, plus $toward the arrears. The amount of $quoted to *** *** is the amount need to reinstate the payment agreement, which is three month of past due payments, with the next payment due on September 25, 2015. Based on company records the person that called UGI was *** ***, and the contacts were prior July
To date no additional payments were receivedPlease feel free to contact me if I can be of any further assistance.
Best Regards,
Rose W***
Dear *** ***,
This matter has been resolved. *** *** is on a payment arrangement for $265/monthlyHowever, 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 $to reinstate
her agreement, which was for two payments of $that was still due on her payment arrangement. It appears, however, that there was a mis-communication and *** *** was only told to pay an additional $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, *** *** has paid the amounts needed to reinstate her payment agreement and has no collection activity.
UGI's call center supervisor has contacted *** *** and apologized for any mis-communicationIn addition, as a good company relations gesture, the company applied a $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***
***
[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:
My issue is I requested a manager call me back to discuss the situationNo call was made within hrs call back window or everOn call back again I was denied a manager againThe issue was I paid $in April of my own request and ask for payment arrangementsService was terminated in May.
Regards,
*** ***
Dear *** ***,
This customer's complaint is for UGI Utilities in regards to a gas bill and not UGI HVAC Enterprises, IncI have forwarded the complaint to them for their handlingPlease reassign this complaint to the appropriate company
Sincerely,
Pam J***
General Manager - UGI
Heating & Cooling
Dear *** ***,
Please be advised that this matter has been resolvedThe service was restored on 8/15/14.
*** *** paid the required security deposit, however, he did not schedule a date for service restorationContact 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***
Dear *** ***,
It is the company's position that proper termination procedures were followed*** *** received the required notices and the service was terminated on 7/21/14.
After the service termination *** *** called to report she made a payment through an
on line payment agent. At no time prior to that, did *** *** 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 $reconnection feeThe service was restored on 7/23/
A complaint was filed with the Public Utility Commision on 7/22/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***
Dear *** ***,
I apologize for the delayed response, I have no record of receiving the first request.
Please be advised that this matter has been resolved. UGI confirmed that *** ***'s rebate was processed on 2/27/We spoke with *** *** on 3/5/15, and advised her that the refund can take to weeks to receive*** *** was also provided a direct number to our Energy Efficiency Department should she have any further questions.
Please feel free to contact me should you have any further questions
Best Regards,
Rose W***
Dear *** ***,
Please be advised that this matter has been resolvedA refund check in the amount of $was issued on 8/16/14.
Refunds can take 4-weeks to complete.
*** ***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***
Dear ***,
A review of ***'s account indicates that a refund check in the amount of $was issued on December 24, 2013. On Janury 28, 2014, *** contact UGI to report that she had not received the refund checkThe information was forwarded to UGI's
accounts payable to investigate
UGI has no has record of the check being returned or cashedTherefore, 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 *** is satisfied with the refund of $52.95.
Please feel free to contact me if any further information is required
Best 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.
Regards,
*** ***
Dear [redacted],
Please be advised that on March 30, 2015, UGI received an online requests for service from [redacted] for service at [redacted], Bethlehem effective 4/2/15. As he requested the service was established in his name effective that date. No deposit was required.
[redacted] had current service at [redacted], Palmeron St, which is a division in the UGI CPG territorty. There appeared to be confusion with his intent for the service at that residence. The requests that was received was unclear if a discontinuance was to take place at that property. Therefore, UGI requested addtional information from the [redacted] before proceeding. The company also contacted the owner of that residence, who informed us that [redacted] was remaining at that property through April 16.
On 4/13/15, UGI received an online requests for discontinuance from [redacted] for the property at [redacted], effective 4/17/15. The service is scheduled to be discontinued on that date.
The company apologizes for any miss-communication that may have occured. As good company relations gesture, UGI will waived the required turn on fee ($73) for the [redacted], address.
Please contact me if I can be of any further assistance.
Regards,
Rose
Dear Ms. [redacted]
Please see the attached response on the complaint received by UGI HVAC Enterprises, Inc. from Ms. [redacted].
Sincerely,
Pam J[redacted]
I am writing in response to the complaint I received from your office from Ms....
[redacted]. This complaint was forwarded to UGI Heating, Cooling and Plumbing but should have been directed to UGI Utilities, Inc. since Ms. [redacted]’s complaint has to do with her natural gas service which we do handle. Our company services and repairs heating and air conditioning equipment.I have forwarded this complaint to Rose W[redacted] at UGI Utilities so that Ms. [redacted]’s complaint can be addressed. Can you please redirect this customer’s complaint to UGI Utilities, Inc'?Should you have any questions or require additional information, I can be reached at ###-###-####.Sincerely,Pamela A. J[redacted] General Manager UGI Heating, Cooling & Plumbing
Dear [redacted],
Please be advised that this matter has been resolved. The refund check was mailed to [redacted] on September 14, 2015.
The original refund was returned to UGI due to an incorrect mailing address. UGI obtained the correct mailing address...
from [redacted] on September 11, 2015, at which time the company initiated the refund process. The company anticipates that [redacted] is satisfied.
Please feel free to contact me if I can be of any further assistance.
Best Regards,
Rose W[redacted]
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,
[redacted]
face="Calibri">
Please be advised that the service at [redacted], was established in the name of [redacted] on April 8, 2015.
[redacted] contacted UGI on March 30, 2015 to requests service at the [redacted], address. He failed to meet the credit requirements and was quoted a security deposit to establish service.
There was no further contact until April 6, 2015, when [redacted]’s Grandfather) called and paid the required security deposit, and the service order was released for April 8.
The company was complaint with its requests for service requirements.
Please contact me if I can be of any further assistance.
Regards,
Rose
Dear [redacted],
Company records indicate that both [redacted] and [redacted]
[redacted] called to requests service at [redacted], Reading. Both [redacted]
and [redacted] confirmed that they are on the lease at this residence. [redacted] has an
outstanding balance of $2157.63 for a prior residence at [redacted], Reading, which also list [redacted] as an occupant/beneficiary of service. No
payments were made on that account. Therefore, the balance of $2157.63 must be paid to establish service at [redacted] St.
Please feel free to contact me if I can be of any further
assistance.
Best Regards,
Rose W[redacted]
Dear [redacted],
The attached customer complaint should be directed UGI Utilities, Inc. since it is in reference to natural gas service. UGI HVAC Enterprises, Inc is a heating and company and does not deal with natural gas service payment or shut off issues. I have forwarded the...
complaint to UGI Utilities, but I believe it should be formally sent to them from the Revdex.com for proper handling and addressing.
Should you need any additional information from me, please do not hesitate to contact me at ###-###-####.
Respectfully submitted,
Pamela J[redacted]
Business/Consumer Response & Rebuttals:
Mr. [redacted]’s service was properly terminated for non-payment on November, 17, 2014.
Winter moratorium as set forth by the Public Utility Commission is from December 1, through March 31.
UGI required payment of $919 to restore...
service.Customer filed an Informal PUC complaint on November 17, 2015. PUC dismissed the complaint for no good faith and upheld the company's position for restoration.
On December 22, the customer paid $900, and the service was restored on December 23.
Consumer Response & Rebuttals:
The Migration Rider is a UGI Tariff charge approved by the Public Utility CommissionThe customer is not being over billed or penalizedUGI is required by law to charge customers exactly what the company paid for natural gasBecause UGI’s
gas cost rates change only quarterly and actual gas costs can change daily, a mechanism is in place to insure that customers ultimately pay the exact same price for UGI purchased gas as UGIThe Migration Rider is a trfor the gas purchased from UGI for the months period to switching to an alternate supplierIt can be either a charge, or a credit based on natural gas cost incurred compared to gas cost chargedIt will apply for a month period and then be eliminated.Enclosed please find a copy of the company's Tariff on Migration Rider
Dear *** ***,
Please be advised that this complaint was resolvedThe termination was cancelled on 9/18/14, which was the same day she contacted the companyA supervior call was returned that same day and a payment agreement was entered on her gas billShe was also advised that she must pay the remaining balance of $due on her deposit of $126. She was required to pay of $for failure to make timely paymentsShe was given warning in January to make timely payments or the deposit would be imposedShe 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***
Dear *** ***,
Company records indicate that at least two company payment agreements were negotiated with *** ***. One in January 2015, and the second in May 2015. Neither agreement was complied with. Also, on May 18, records indicate that *** called for an
extension on the payment arrangement, which was granted. The payment agreement terms were for $36/monthlyThat consisted of the average bill of $16, plus $toward the arrears. The amount of $quoted to *** *** is the amount need to reinstate the payment agreement, which is three month of past due payments, with the next payment due on September 25, 2015. Based on company records the person that called UGI was *** ***, and the contacts were prior July
To date no additional payments were receivedPlease feel free to contact me if I can be of any further assistance.
Best Regards,
Rose W***
Dear *** ***,
This matter has been resolved. *** *** is on a payment arrangement for $265/monthlyHowever, 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 $to reinstate
her agreement, which was for two payments of $that was still due on her payment arrangement. It appears, however, that there was a mis-communication and *** *** was only told to pay an additional $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, *** *** has paid the amounts needed to reinstate her payment agreement and has no collection activity.
UGI's call center supervisor has contacted *** *** and apologized for any mis-communicationIn addition, as a good company relations gesture, the company applied a $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***
***
[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:
My issue is I requested a manager call me back to discuss the situationNo call was made within hrs call back window or everOn call back again I was denied a manager againThe issue was I paid $in April of my own request and ask for payment arrangementsService was terminated in May.
Regards,
*** ***
Dear *** ***,
This customer's complaint is for UGI Utilities in regards to a gas bill and not UGI HVAC Enterprises, IncI have forwarded the complaint to them for their handlingPlease reassign this complaint to the appropriate company
Sincerely,
Pam J***
General Manager - UGI
Heating & Cooling
Dear *** ***,
Please be advised that this matter has been resolvedThe service was restored on 8/15/14.
*** *** paid the required security deposit, however, he did not schedule a date for service restorationContact 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***
Dear *** ***,
It is the company's position that proper termination procedures were followed*** *** received the required notices and the service was terminated on 7/21/14.
After the service termination *** *** called to report she made a payment through an
on line payment agent. At no time prior to that, did *** *** 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 $reconnection feeThe service was restored on 7/23/
A complaint was filed with the Public Utility Commision on 7/22/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***
Dear *** ***,
I apologize for the delayed response, I have no record of receiving the first request.
Please be advised that this matter has been resolved. UGI confirmed that *** ***'s rebate was processed on 2/27/We spoke with *** *** on 3/5/15, and advised her that the refund can take to weeks to receive*** *** was also provided a direct number to our Energy Efficiency Department should she have any further questions.
Please feel free to contact me should you have any further questions
Best Regards,
Rose W***
Dear *** ***,
Please be advised that this matter has been resolvedA refund check in the amount of $was issued on 8/16/14.
Refunds can take 4-weeks to complete.
*** ***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***
Dear ***,
A review of ***'s account indicates that a refund check in the amount of $was issued on December 24, 2013. On Janury 28, 2014, *** contact UGI to report that she had not received the refund checkThe information was forwarded to UGI's
accounts payable to investigate
UGI has no has record of the check being returned or cashedTherefore, 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 *** is satisfied with the refund of $52.95.
Please feel free to contact me if any further information is required
Best 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.
Regards,
*** ***
Dear [redacted],
Please be advised that on March 30, 2015, UGI received an online requests for service from [redacted] for service at [redacted], Bethlehem effective 4/2/15. As he requested the service was established in his name effective that date. No deposit was required.
[redacted] had current service at [redacted], Palmeron St, which is a division in the UGI CPG territorty. There appeared to be confusion with his intent for the service at that residence. The requests that was received was unclear if a discontinuance was to take place at that property. Therefore, UGI requested addtional information from the [redacted] before proceeding. The company also contacted the owner of that residence, who informed us that [redacted] was remaining at that property through April 16.
On 4/13/15, UGI received an online requests for discontinuance from [redacted] for the property at [redacted], effective 4/17/15. The service is scheduled to be discontinued on that date.
The company apologizes for any miss-communication that may have occured. As good company relations gesture, UGI will waived the required turn on fee ($73) for the [redacted], address.
Please contact me if I can be of any further assistance.
Regards,
Rose
Dear Ms. [redacted]
Please see the attached response on the complaint received by UGI HVAC Enterprises, Inc. from Ms. [redacted].
Sincerely,
Pam J[redacted]
I am writing in response to the complaint I received from your office from Ms....
[redacted]. This complaint was forwarded to UGI Heating, Cooling and Plumbing but should have been directed to UGI Utilities, Inc. since Ms. [redacted]’s complaint has to do with her natural gas service which we do handle. Our company services and repairs heating and air conditioning equipment.I have forwarded this complaint to Rose W[redacted] at UGI Utilities so that Ms. [redacted]’s complaint can be addressed. Can you please redirect this customer’s complaint to UGI Utilities, Inc'?Should you have any questions or require additional information, I can be reached at ###-###-####.Sincerely,Pamela A. J[redacted] General Manager UGI Heating, Cooling & Plumbing
Dear [redacted],
Please be advised that this matter has been resolved. The refund check was mailed to [redacted] on September 14, 2015.
The original refund was returned to UGI due to an incorrect mailing address. UGI obtained the correct mailing address...
from [redacted] on September 11, 2015, at which time the company initiated the refund process. The company anticipates that [redacted] is satisfied.
Please feel free to contact me if I can be of any further assistance.
Best Regards,
Rose W[redacted]
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,
[redacted]
Dear [redacted]
face="Calibri">
Please be advised that the service at [redacted], was established in the name of [redacted] on April 8, 2015.
[redacted] contacted UGI on March 30, 2015 to requests service at the [redacted], address. He failed to meet the credit requirements and was quoted a security deposit to establish service.
There was no further contact until April 6, 2015, when [redacted]’s Grandfather) called and paid the required security deposit, and the service order was released for April 8.
The company was complaint with its requests for service requirements.
Please contact me if I can be of any further assistance.
Regards,
Rose
Dear [redacted],
Company records indicate that both [redacted] and [redacted]
[redacted] called to requests service at [redacted], Reading. Both [redacted]
and [redacted] confirmed that they are on the lease at this residence. [redacted] has an
outstanding balance of $2157.63 for a prior residence at [redacted], Reading, which also list [redacted] as an occupant/beneficiary of service. No
payments were made on that account. Therefore, the balance of $2157.63 must be paid to establish service at [redacted] St.
Please feel free to contact me if I can be of any further
assistance.
Best Regards,
Rose W[redacted]
Dear [redacted],
The attached customer complaint should be directed UGI Utilities, Inc. since it is in reference to natural gas service. UGI HVAC Enterprises, Inc is a heating and company and does not deal with natural gas service payment or shut off issues. I have forwarded the...
complaint to UGI Utilities, but I believe it should be formally sent to them from the Revdex.com for proper handling and addressing.
Should you need any additional information from me, please do not hesitate to contact me at ###-###-####.
Respectfully submitted,
Pamela J[redacted]
Business/Consumer Response & Rebuttals:
Mr. [redacted]’s service was properly terminated for non-payment on November, 17, 2014.
Winter moratorium as set forth by the Public Utility Commission is from December 1, through March 31.
UGI required payment of $919 to restore...
service.Customer filed an Informal PUC complaint on November 17, 2015. PUC dismissed the complaint for no good faith and upheld the company's position for restoration.
On December 22, the customer paid $900, and the service was restored on December 23.