Dear [redacted],
I reviewed [redacted]'s rejections. I would like to apologize to [redacted]'s if she felt she did not receive good customer service. The company takes these types of matters seriously and will address it accordingly.
Our company records indicate that [redacted] contacted the office on May 21, 2015, regarding the terminaiton of service. The representative advised her she would have the supervisor review the contact from April 6, 2015, to confirm the payments terms provided to her. The supervisor returned [redacted] call that same day and left a message to return her call.
The review of the contact inicated that [redacted] was informed and she agreed to the payment terms of $340 monthly beginning April 16, 2015.
[redacted] called again on June 9, 2015, and was informed by a customer care representative of the results of the investigation and that the company's position did not change.
Best Regards,
[redacted]
Dear [redacted],
This complaint was forwarded to UGI Heating, Cooling and Plumbing, but should have been directed to UGI Utilities, Inc. UGI Heating, Cooling & Plumbing does not service this area nor do we have any rebate programs. UGI Utilities, Inc. has the efficiency rebates and would be...
able to address this customers concerns. I scanned a copy to Brian F[redacted], Manager- Growth and Efficiency Programs so that he could look into and address [redacted]'s concerns.
Respectfully submitted,
Pam J[redacted]
General Manager - UGI HVAC Enterprises, Inc.
This customer's complaint is in regards to his gas service and the complaint should be directed to UGI Utilities, Inc. and not UGI Heating, Cooling & Plumbing since we do not handle gas service. I have forwarded this complaint to UGI Utilities to address. Please reassign complaint to them for...
follow up.
Respectfully submitted,
Pam J[redacted]
UGI HVAC Enterprises, Inc.
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.
Business/Consumer Response & Rebuttals:
UGI cannot and will not refuse a discontinuance requested from a customer. The company cannot hold a customer liable for service beyond their request for discontinuance, as long as they have complied with the requirements set forth by the Public...
Utility Commission.A lease agreement is between the customer and his landlord, not UGI.
Per UGI’s Tariff, which is approved by the Public Utility Commission, it has the right to bill a turn on fee to anyone seeking service.
The “Landlord if Shut off” is a contract that the landlord can sign to continue service when a tenant requests discontinuance. That is an option not a requirement.
Mr. [redacted] filed an Informal complaint with the Public Utility Commission on 11/24/15, relating to similar matters in this complaint.
The service was never turned on for Mr. [redacted] by any UGI personnel due to non-access. Mr. [redacted] threaten to cut the flock and restore the service himself if UGI did not immediately return to turn on the service. When UGI did arrive at the property, the service was on and theft of service was discovered.
Mr. [redacted] is liable for the services rendered.
Any party seeking new service, requesting a change in customer, or a discontinuance requests is billed the required tariff charges.
PUC dismissed his case.
Business/Consumer Response & Rebuttals:
Mr. [redacted] was properly billed the company's standard charge of $73 to turn on service.
This is a Tariff charge which is approved by the Public Utility Commission. The fee includes; turning on the meter, checking the appliance(s), and...
conducting a tightnesstest (safety check).Enclosed please find a copy of the company Tariff relating to this charge.
Supplement No. 91 to Gas—Pa. P.U.C. No. 5 First Revised Page 23UGI UTILITIES, INC. Canceling Original Page 23(C)(C)(C)(C)(C)? (C)RULES AND REGULATIONS (Continued)
9. BILLING AND PAYMENT (Continued)
9.5 Date of Payment. When Residential Customers' bills are paid through the mail, the date of the postmark will be considered the date of payment. When Residential Customers’ bills are paid through electronic transmission, the effective date of payment shall be the date of actual receipt of payment by the Company. When Residential Customers’ bills are paid at a branch office or an Authorized Payment Agent, the effective date of payment shall be the date of actual receipt of payment at that location. For purposes of this section, an “Authorized Payment Agent” shall mean an agent expressly authorized by Company to accept payments from Customers on Company’s behalf.
9.6 Payment Made to Collector Charge. When a customer pays the collector to avoid termination at their business or residence, a seven dollar ($7) service fee is due and payable.
9.7 Return Check Charge. The Company may impose a service charge of twenty dollars ($20) for each check received from a Customer in payment of bills for service that is dishonored and returned by the bank on which it is drawn.
9.8 Billing History. Any Customer requesting usage and/or billing information for a period in excess of the most recent thirty (30) months will be assessed a service charge of fifteen dollars ($15).
9.9 LIFSO (Landlord If Shut Off). Landlords may elect this optional program which transfers natural gas service to the landlord each time a customer notifies the Company it has vacated the landlord's rental property. The Company may impose a twenty dollar ($20) handling fee for all LIFSO accounts, but not exceeding $100 annually per landlord.
9.10 Payment Refunds. Refunds due customers greater than two dollars ($2) shall be mailed to the Customer. Refunds less than two dollars ($2) may be picked up at the office within sixty (60) days. After sixty (60) days, the refund shall be applied to Operation Share.
9.11 Turn On Charge. The Company may assess its service charge for 1/2 hour if the natural gas flow to the property has been discontinued.
(C) 9.12 Shut Off Charge. The Company may assess its service charge for 1/4 hour if the Customer requests that natural gas service to the property be discontinued, thereby resulting in service being shutoff. When requesting a shutoff, if the Customer elects to read the meter and the Company accepts the customer's final meter reading, the foregoing service charge will not apply.
(C) 9.13 Set Meter Charge. The Company may assess its service charge for 3/4 hour if a meter must be installed to initiate or reinstitute natural gas service to the customer.
(C) 9.14 Change of Customer Charge. The Company may assess its service charge for 1/4 hour if the new party requesting service requests the Company to read the meter. The charge does not apply if the Company accepts the Customer's meter reading.
(C) Indicates Change
Issued: February 3, 2012 Effective for Service
Rendered on and after April 3, 2012
Dear **. [redacted],
**. [redacted]’s service was terminated for non-payment on July 16, 2013. Street work was required to cut the service, due to non-access to the meter. The account balance was $1077.77. Prior to the termination of service, **. [redacted] was granted two payment agreements, which she failed to comply with, and she only made one customer payment on the account of $155 on February 27, 2013. Also, based on the income information she had provided, she was over-income for assistance. Therefore, for restoration, she was required to pay the full outstanding balance together with any reconnection fees.
On February 11, 2014, **. [redacted] paid the full amount required, and an order was placed to restore service on February 12, 2014.
Upon the field technician’s arrival on February 12, he discovered that the service was cut and street work would be required for the restoration. That information was relayed to **. [redacted].
**. [redacted] contacted the office that same day. She was irate because the service was not restored. The representative explained that the representative that released the order did not realize the service was cut. She explained that a service cut would require street work and would require more time to complete. The representative apologized and explained that she will have the Construction and Maintenance supervisor call her back to advise her when the work would be completed. (A review of this phone did not indicate that the representative was in anyway rude or unprofessional.)
Please note that Per the PUC regulations (56.191 (b) (2) (v)). The public utility shall reconnect service within 7 calendar days for proper termination requiring street or side walk digging.
Nevertheless, UGI went back out on February 12, 2014. The necessary work was completed, and **. [redacted]’s service was restored that evening.
UGI will not be providing any type of refund or credit to **. [redacted].
Please feel free to call me if you require any further assistance.
Best Regards,
[redacted]
Dear [redacted],
I reviewed [redacted]'s rejections. I would like to apologize to [redacted]'s if she felt she did not receive good customer service. The company takes these types of matters seriously and will address it accordingly.
Our company records indicate that [redacted] contacted the office on May 21, 2015, regarding the terminaiton of service. The representative advised her she would have the supervisor review the contact from April 6, 2015, to confirm the payments terms provided to her. The supervisor returned [redacted] call that same day and left a message to return her call.
The review of the contact inicated that [redacted] was informed and she agreed to the payment terms of $340 monthly beginning April 16, 2015.
[redacted] called again on June 9, 2015, and was informed by a customer care representative of the results of the investigation and that the company's position did not change.
Best Regards,
[redacted]
Dear [redacted],
This complaint was forwarded to UGI Heating, Cooling and Plumbing, but should have been directed to UGI Utilities, Inc. UGI Heating, Cooling & Plumbing does not service this area nor do we have any rebate programs. UGI Utilities, Inc. has the efficiency rebates and would be...
able to address this customers concerns. I scanned a copy to Brian F[redacted], Manager- Growth and Efficiency Programs so that he could look into and address [redacted]'s concerns.
Respectfully submitted,
Pam J[redacted]
General Manager - UGI HVAC Enterprises, Inc.
This customer's complaint is in regards to his gas service and the complaint should be directed to UGI Utilities, Inc. and not UGI Heating, Cooling & Plumbing since we do not handle gas service. I have forwarded this complaint to UGI Utilities to address. Please reassign complaint to them for...
follow up.
Respectfully submitted,
Pam J[redacted]
UGI HVAC Enterprises, Inc.
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.
Business/Consumer Response & Rebuttals:
UGI cannot and will not refuse a discontinuance requested from a customer. The company cannot hold a customer liable for service beyond their request for discontinuance, as long as they have complied with the requirements set forth by the Public...
Utility Commission.A lease agreement is between the customer and his landlord, not UGI.
Per UGI’s Tariff, which is approved by the Public Utility Commission, it has the right to bill a turn on fee to anyone seeking service.
The “Landlord if Shut off” is a contract that the landlord can sign to continue service when a tenant requests discontinuance. That is an option not a requirement.
Mr. [redacted] filed an Informal complaint with the Public Utility Commission on 11/24/15, relating to similar matters in this complaint.
The service was never turned on for Mr. [redacted] by any UGI personnel due to non-access. Mr. [redacted] threaten to cut the flock and restore the service himself if UGI did not immediately return to turn on the service. When UGI did arrive at the property, the service was on and theft of service was discovered.
Mr. [redacted] is liable for the services rendered.
Any party seeking new service, requesting a change in customer, or a discontinuance requests is billed the required tariff charges.
PUC dismissed his case.
Business/Consumer Response & Rebuttals:
Mr. [redacted] was properly billed the company's standard charge of $73 to turn on service.
This is a Tariff charge which is approved by the Public Utility Commission. The fee includes; turning on the meter, checking the appliance(s), and...
conducting a tightnesstest (safety check).Enclosed please find a copy of the company Tariff relating to this charge.
Supplement No. 91 to Gas—Pa. P.U.C. No. 5 First Revised Page 23UGI UTILITIES, INC. Canceling Original Page 23(C)(C)(C)(C)(C)? (C)RULES AND REGULATIONS (Continued)
9. BILLING AND PAYMENT (Continued)
9.5 Date of Payment. When Residential Customers' bills are paid through the mail, the date of the postmark will be considered the date of payment. When Residential Customers’ bills are paid through electronic transmission, the effective date of payment shall be the date of actual receipt of payment by the Company. When Residential Customers’ bills are paid at a branch office or an Authorized Payment Agent, the effective date of payment shall be the date of actual receipt of payment at that location. For purposes of this section, an “Authorized Payment Agent” shall mean an agent expressly authorized by Company to accept payments from Customers on Company’s behalf.
9.6 Payment Made to Collector Charge. When a customer pays the collector to avoid termination at their business or residence, a seven dollar ($7) service fee is due and payable.
9.7 Return Check Charge. The Company may impose a service charge of twenty dollars ($20) for each check received from a Customer in payment of bills for service that is dishonored and returned by the bank on which it is drawn.
9.8 Billing History. Any Customer requesting usage and/or billing information for a period in excess of the most recent thirty (30) months will be assessed a service charge of fifteen dollars ($15).
9.9 LIFSO (Landlord If Shut Off). Landlords may elect this optional program which transfers natural gas service to the landlord each time a customer notifies the Company it has vacated the landlord's rental property. The Company may impose a twenty dollar ($20) handling fee for all LIFSO accounts, but not exceeding $100 annually per landlord.
9.10 Payment Refunds. Refunds due customers greater than two dollars ($2) shall be mailed to the Customer. Refunds less than two dollars ($2) may be picked up at the office within sixty (60) days. After sixty (60) days, the refund shall be applied to Operation Share.
9.11 Turn On Charge. The Company may assess its service charge for 1/2 hour if the natural gas flow to the property has been discontinued.
(C) 9.12 Shut Off Charge. The Company may assess its service charge for 1/4 hour if the Customer requests that natural gas service to the property be discontinued, thereby resulting in service being shutoff. When requesting a shutoff, if the Customer elects to read the meter and the Company accepts the customer's final meter reading, the foregoing service charge will not apply.
(C) 9.13 Set Meter Charge. The Company may assess its service charge for 3/4 hour if a meter must be installed to initiate or reinstitute natural gas service to the customer.
(C) 9.14 Change of Customer Charge. The Company may assess its service charge for 1/4 hour if the new party requesting service requests the Company to read the meter. The charge does not apply if the Company accepts the Customer's meter reading.
(C) Indicates Change
Issued: February 3, 2012 Effective for Service
Rendered on and after April 3, 2012
Dear **. [redacted],
**. [redacted]’s service was terminated for non-payment on July 16, 2013. Street work was required to cut the service, due to non-access to the meter. The account balance was $1077.77. Prior to the termination of service, **. [redacted] was granted two payment agreements, which she failed to comply with, and she only made one customer payment on the account of $155 on February 27, 2013. Also, based on the income information she had provided, she was over-income for assistance. Therefore, for restoration, she was required to pay the full outstanding balance together with any reconnection fees.
On February 11, 2014, **. [redacted] paid the full amount required, and an order was placed to restore service on February 12, 2014.
Upon the field technician’s arrival on February 12, he discovered that the service was cut and street work would be required for the restoration. That information was relayed to **. [redacted].
**. [redacted] contacted the office that same day. She was irate because the service was not restored. The representative explained that the representative that released the order did not realize the service was cut. She explained that a service cut would require street work and would require more time to complete. The representative apologized and explained that she will have the Construction and Maintenance supervisor call her back to advise her when the work would be completed. (A review of this phone did not indicate that the representative was in anyway rude or unprofessional.)
Please note that Per the PUC regulations (56.191 (b) (2) (v)). The public utility shall reconnect service within 7 calendar days for proper termination requiring street or side walk digging.
Nevertheless, UGI went back out on February 12, 2014. The necessary work was completed, and **. [redacted]’s service was restored that evening.
UGI will not be providing any type of refund or credit to **. [redacted].
Please feel free to call me if you require any further assistance.
Best Regards,
[redacted]