UGI Heating Cooling & Plumbing

Prejudicial Refusal of Service Background We have a commercial lease on a retail property in Lancaster county, from our landlord who happens to be Amish On Sunday December 4th, our Heating system was non-functional, and so we called UGI Heating and Cooling They refused to come out to provide serviceEven though we would be paying the bill ourselves, and would responsible for all charges They would not take our money Even though we have an agreement with the landlord that we shall undertake any urgent repairs and be reimbursed as needed They refused to come out and help us They made excuses that they could only come out, at the direct behest of the landlord - who would have to set up an account with them - and were were not allowed to even come on to the property Our landlord is excluded, as per his religious beliefs, to establish a business relationship on a Sunday Insisting that he would need to do so, is insensitive to and discriminatory of the landlords religious belief system Anyone with a cursory understanding of Pennsylvania tenant laws knows there are No statues that govern allowed entries There is no legal premise that forbids them entry Furthermore as an example companies such as Comcast and ADT display no imaginary restrictions The temperature low for that day was 39, and the high These are winter conditions We were left without heat in winter We could not welcome customers into the store, and lost money accordingly We were discriminated against based upon class, i.ein that we are mere tenants Though this act was not in itself illegal, discrimination is not the hallmark of a good business

I am writing in response to the complaint I received from your office from [redacted] in regards to a heating and cooling system installation.The customer's installation was in August 7, She called us after the installation and we sent a technician to balance and install a damper As it turns out the damper was not needed, so we refunded her $During this service call, we needed access to the 2nd floor to try to balance her system and she refused entry to the 2nd floor so we were unable to finish the appointmentWemade several attempts to reschedule and were not successful [redacted] responded to a UGI survey on September 11, 2017, in regards to this same installationOur Supervisor, [redacted] , left two messages with [redacted] and we did not receive a response.After receiving an email complaint from [redacted] on November 6, 2017, our Supervisor, [redacted] did reach [redacted] and they agreed to a follappointment on November 13, We were able to fix the issues, which were unrelated to the system installation in AugustOur technician found that the bathroom vent was blocked and we unblocked itAnd, found that the damper was shut which was preventing air flow to the 2nd floor, and this issue was fixed [redacted] spoke to the customer and even provided his cell phone number if she has any issues in the future.I trust that this sufficiently resolves this matter.Should you have any questions or require additional information, I can be reached at [redacted] Sincerely, [redacted] ***Stacy L L [redacted] UGI Heating, Cooling & Plumbing

Earlier I posted a negative comment about UGI but I forgot to mention that the head tech that found the issue arranged for my furnace to be installed after hours The guys that came to install the furnace were great I know have heat again in the house with no smell

September 25, Dear [redacted] It is the UGI’s position that the security deposit was applied accordingly, Per Rule of UGl's duly filed and approved tariff“Deposits for residential accounts”In March 2014, [redacted] called to established Service at ** [redacted] *** [redacted] She informed the Company that the account was in her father's name, which has passed awayShe assumed responsibility for the account as of December [redacted] had and unpaid balance from a prior UGI account at ** [redacted] , in the amount of $She was advised that service would be placed in her name and that her unpaid balance would be transferred to her active account at ** [redacted] She was also advised that based on her credit status with UGl, she would be required to post a security deposit in the amount of $402, which is two times the average bill for that property.In July 2014, UGI entered into a payment agreement with the [redacted] 's to pay $monthly on the gas bill, plus pay the security deposit of $in three monthly installments ($with first payment, $in days, and $in days) beginning July 26, The account balance at that time was $3160.51, which included the $depositSince then two additional bills produced for a total of $To date the customer has paid a total of $($gas, $deposit), leaving a balance due of $($gas, plus $deposit)The Company requires that the customer pay the necessary amount needed to reinstate her payment agreement of $285/monthly on gas, plus pay the remaining security deposit of $to avoid any further Collection activity [redacted] can contact UGl, at any time, if she needs to further discuss her payment termsPlease feel free to contact me if I can be of any further assistance.Best Regards Rose W Supervisor Compliance

Dear [redacted] ***, Attached is UGI HVAC Enterprises's response to customer complaint [redacted] At this point we have been unsuccessful in contacting this customer to look at his fireplace and wanted to respond within the day timelineWe can address any of his concerns once we can operate the fireplaceRespectfully submitted, Pamela *J [redacted] June 18, 2015Dear [redacted] ***,I am writing in response to the complaint I received from your office from [redacted] in regards to a natural gas fireplace that we installed on December 11, that he states he cannot useWe had one service call to replace a defective switch on December 17, 2014, which we replaced under warrantyIt was operational at the time that it was installedSince that time, we have had no other service calls to look at his fireplace because it was not working properlyUGI HVAC Area Manager, Greg L***, has left two voice messages for [redacted] so that we can check the operation of his fireplace.We will gladly look at the fireplace to make sure that it is operating as it should.I trust that this sufficiently resolves this matter.Should you have any questions or require additional information, I can be reached at [redacted] .Sincerely,Pamela *J***

Dear Ms*** ***, I am writting in response to the complaint I received from your office from Mr*** * *** in regards to a heating repair.The customer called UGI Heating, Cooling & Plumbing on Friday 12/with no heat situationWe sent a technician that eveningHe could not
fix the system in one visit because the customer's York inducer burned out and the collector box was cracked, both parts needed to be orderedDue to the holiday weekend, we were unable to get the inducer until Tuesday 1/2/The inducer was installed on Tuesday 1/2/in the morning, so the customer is now in heatThis part was covered under the customer's Plan A service agreementThe collector box takes 3-days to be delivered and that part will be installedIn the interim, we patched the existing collector box so the customer is not impactedThe collector box cost $and this part is not covered uner the customer's service agreementHowever, due to incovenience the customer experienced, we will waive the fee for this part.Additionally, we have upgraded the customer's service agreement to Plan BC for the duration of the existing term (through May 15, 2018).Should you have any questions or require additional information, I can be rsached at ***.Sincerely,Stacy *L***General ManagerUGI Heating, Cooling & Plumbing

June 30,2014Dear ***:I am responding to the above referenced complaint received in regards to an outstanding bill.In January the above referenced customer purchased an annual service agreement for her house heater and water heaterThe cost was $for the year,
with monthly installment payments of $The customer made one payment of $towards her agreement in January On February 16, 2012, UGI Heating and Cooling responded to a service request and found the circulator pump on the boiler leaking and replaced the circulator pump.Our service agreements are an annual agreementThis allows UGI Heating and Cooling to properly staff and train the proper number of technicians, call center employees, have the proper vehicles, tools and parts on hand to service our service agreements customersMost customers pay in full up front, but we do offer monthly or quarterly payment optionsIf a customer becomes delinquent in their payments, UGI Heating and Cooling notifies the customer and has the right to terminate the agreement and collect on any outstanding work performed.The customer only made one monthly payment and did not make any subsequent monthly payments on her service agreementShe was mailed statements on September 5, and November 12, requesting that she bring her account up to dateSince the customer did not make payments to keep her agreement active, the agreement was canceled and she was billed for the actual service work performedShe was billed $for the work performed on February 16, and the $payment was applied to it, leaving a balance of $548.52.The customer did not pay this bill for actual service work performed and was then sent statements on June 6, 2013, October 10, and November 20, When she did not respond the account was turned over to our collections agency on March 7, 2014.UGI Heating and Cooling provided service on the customer’s boiler, repairing and replacing partsThere were several notices provided to the customer that her account was delinquent.Should you need additional information, please do not hesitate to contact me directly at ###-###-####.Sincerely,

February 22, 2016Dear *** *** ***,I am writing in response to the complaint I received from your office from *** *** *** in regards to her furnace repairsUGI Heating, Cooling and Plumbing was contacted by *** *** for her furnace not workingOur technician found her furnace
not working as a result of the exhaust blower not working and also due to the blower assembly being in bad shapeThe furnace was in need of maintenance and repair due to it not being cleaned and maintained in a longtimeOur technicians actually took the blower assembly back to our shop and repaired it, without charging *** *** labor for their effortsOur supervisor has worked with *** *** arranging for payment arrangements for the work neededWe were able to get her furnace working on February 12, prior to the cold weekendIn order to restore her heat we had to remove the air conditioning coil which was completely blocked, resulting in restricted airflow and poor heater operationThis coil will need to be chemically cleaned before it can be reinstalled and used in the cooling seasonThis service and cost will be communicated to *** ***.I believe that we have worked with *** *** and have made sure that her furnace is working properly and safely.I trust that this sufficiently resolves this matter.Should you have any questions or require additional information, I can be reached at ***.Best Regards,Pam J.General Manager

Per request attached is the terms of the contract. There is nothing that I can see where it states I am liable for any fees upon termination due to moving/selling property.

I am writing in response to the complaint I received from your office from [redacted] in regards to a heating and cooling system installation.The customer's installation was in August 7, 2017. She called us after the installation and we sent a technician to balance and install a damper....

As it turns out the damper was not needed, so we refunded her $100. During this service call, we needed access to the 2nd floor to try to balance her system and she refused entry to the 2nd floor so we were unable to finish the appointment. Wemade several attempts to reschedule and were not successful. [redacted] responded to a UGI survey on September 11, 2017, in regards to this same installation. Our Supervisor, [redacted], left two messages with [redacted] and we did not receive a response.After receiving an email complaint from [redacted] on November 6, 2017, our Supervisor, [redacted] did reach [redacted] and they agreed to a follow-up appointment on November 13, 2017. We were able to fix the issues, which were unrelated to the system installation in August. Our technician found that the bathroom vent was blocked and we unblocked it. And, found that the damper was shut which was preventing air flow to the 2nd floor, and this issue was fixed. [redacted] spoke to the customer and even provided his cell phone number if she has any issues in the future.I trust that this sufficiently resolves this matter.Should you have any questions or require additional information, I can be reached at [redacted]Sincerely,[redacted]Stacy L L[redacted] UGI Heating, Cooling & Plumbing

Dear [redacted],
Attached is UGI HVAC Enterprises's response to customer complaint [redacted]. At this point we have been unsuccessful in contacting this customer to look at his fireplace and wanted to respond within the 10 day timeline. We can address any of his concerns once we can...

operate the fireplace.
Respectfully submitted,
Pamela *. J[redacted]
June 18, 2015Dear [redacted],I am writing in response to the complaint I received from your office from [redacted] in regards to a natural gas fireplace that we installed on December 11, 2014 that he states he cannot use. We had one service call to replace a defective switch on December 17, 2014, which we replaced under warranty. It was operational at the time that it was installed. Since that time, we have had no other service calls to look at his fireplace because it was not working properly. UGI HVAC Area Manager, Greg L[redacted], has left two voice messages for [redacted] so that we can check the operation of his fireplace.We will gladly look at the fireplace to make sure that it is operating as it should.I trust that this sufficiently resolves this matter.Should you have any questions or require additional information, I can be reached at [redacted].Sincerely,Pamela *. J[redacted]

Prejudicial Refusal of Service
Background
We have a commercial lease on a retail property in Lancaster county, from our landlord who happens to be Amish. On Sunday December 4th, our Heating system was non-functional, and so we called UGI Heating and Cooling. They refused to come out to provide service.
Even though we would be paying the bill ourselves, and would responsible for all charges. They would not take our money. Even though we have an agreement with the landlord that we shall undertake any urgent repairs and be reimbursed as needed. They refused to come out and help us. They made excuses that they could only come out, at the direct behest of the landlord - who would have to set up an account with them - and were were not allowed to even come on to the property.
1. Our landlord is excluded, as per his religious beliefs, to establish a business relationship on a Sunday. Insisting that he would need to do so, is insensitive to and discriminatory of the landlords religious belief system
2. Anyone with a cursory understanding of Pennsylvania tenant laws knows there are No statues that govern allowed entries. There is no legal premise that forbids them entry. Furthermore as an example companies such as Comcast and ADT display no imaginary restrictions.
3. The temperature low for that day was 39, and the high 46. These are winter conditions. We were left without heat in winter. We could not welcome customers into the store, and lost money accordingly.
4. We were discriminated against based upon class, i.e. in that we are mere tenants. Though this act was not in itself illegal, discrimination is not the hallmark of a good business.

Dear Ms. [redacted],
UGI HVAC Enterprises, Inc. received the above complaint from Ms. [redacted] in regards to her gas service and service agreement. This was sent in error to us and I forwarded to our affiliate company UGI Energy Services for a response. I have attached two letters from...

Ms. Julia H[redacted], Man[redacted] of Customer Care and Liguid Fuels for UGI Energy Services. She has confirmed that Ms. [redacted]'s natural gas service will be cancelled through UGI Energy Services and that there is no service agreement for the customer. The free service agreement on her water heater was cancelled with her notice to cancel. There is no further follow up required from Ms. [redacted].I hope that this addresses Ms. [redacted]'s concerns. Should you need any additional information please do not hesitate to Julia H[redacted] at [redacted].
 
Respectfully submitted,
Pam J[redacted]
UGI HVAC Enterprises, Inc

Dear [redacted],Attached is UGI HVAC Enterprises's response to customer complaint [redacted]. At this point we have been unsuccessful in contacting this customer to look at his fireplace and wanted to respond within the 10 day timeline. We can address any of his concerns once we can operate the...

fireplace.Respectfully submitted,Pamela *. J[redacted]June 18, 2015Dear [redacted],I am writing in response to the complaint I received from your office from [redacted] in regards to a natural gas fireplace that we installed on December 11, 2014 that he states he cannot use. We had one service call to replace a defective switch on December 17, 2014, which we replaced under warranty. It was operational at the time that it was installed. Since that time, we have had no other service calls to look at his fireplace because it was not working properly. UGI HVAC Area Manager, Greg L[redacted], has left two voice messages for [redacted] so that we can check the operation of his fireplace.We will gladly look at the fireplace to make sure that it is operating as it should.I trust that this sufficiently resolves this matter.Should you have any questions or require additional information, I can be reached at [redacted].Sincerely,Pamela *. J[redacted]

Earlier I posted a negative comment about UGI but I forgot to mention that the head tech that found the issue arranged for my furnace to be installed after hours. The guys that came to install the furnace were great. I know have heat again in the house with no smell.

Dear Ms. [redacted],UGI HVAC Enterprises, Inc. received the above complaint from Ms. [redacted] in regards to her gas service and service agreement. This was sent in error to us and I forwarded to our affiliate company UGI Energy Services for a response. I have attached two letters from Ms. Julia...

H[redacted], Man[redacted] of Customer Care and Liguid Fuels for UGI Energy Services. She has confirmed that Ms. [redacted]'s natural gas service will be cancelled through UGI Energy Services and that there is no service agreement for the customer. The free service agreement on her water heater was cancelled with her notice to cancel. There is no further follow up required from Ms. [redacted].I hope that this addresses Ms. [redacted]'s concerns. Should you need any additional information please do not hesitate to Julia H[redacted] at [redacted]. Respectfully submitted,Pam J[redacted]UGI HVAC Enterprises, Inc

February 22, 2016
Dear [redacted],
I am writing in response to the complaint I received from your office from [redacted] in regards to her furnace repairs. UGI Heating, Cooling and Plumbing was contacted by [redacted] for her furnace not working. Our...

technician found her furnace not working as a result of the exhaust blower not working and also due to the blower assembly being in bad shape. The furnace was in need of maintenance and repair due to it not being cleaned and maintained in a longtime. Our technicians actually took the blower assembly back to our shop and repaired it, without charging [redacted] labor for their efforts. Our supervisor has worked with [redacted] arranging for payment arrangements for the work needed. We were able to get her furnace working on February 12, prior to the cold weekend. In order to restore her heat we had to remove the air conditioning coil which was completely blocked, resulting in restricted airflow and poor heater operation. This coil will need to be chemically cleaned before it can be reinstalled and used in the cooling season. This service and cost will be communicated to [redacted].I believe that we have worked with [redacted] and have made sure that her furnace is working properly and safely.
I trust that this sufficiently resolves this matter.
Should you have any questions or require additional information, I can be reached at [redacted].
Best Regards,
Pam J.
General Manager

September 25, 2014
Dear [redacted]It is the UGI’s position that the security deposit was applied accordingly, Per Rule 3.2 of UGl's duly filed and approved tariff. “Deposits for residential accounts”.
In March 2014, [redacted] called to established Service at **3 [redacted]...

[redacted]. She informed the Company that the account was in her father's name, which has passed away. She assumed responsibility for the account as of December 2013. [redacted] had and unpaid balance from a prior UGI account at **2 [redacted], in the amount of $785.50. She was advised that service would be placed in her name and that her unpaid balance would be transferred to her active account at **3 [redacted] She was also advised that based on her credit status with UGl, she would be required to post a security deposit in the amount of $402, which is two times the average bill for that property.In July 2014, UGI entered into a payment agreement with the [redacted]'s to pay $285 monthly on the gas bill, plus pay the security deposit of $402 in three monthly installments ($210 with first payment, $105 in 30 days, and $105 in 60 days) beginning July 26, 2014. The account balance at that time was $3160.51, which included the $402 deposit. Since then two additional bills produced for a total of $3244.12.
To date the customer has paid a total of $1080 ($765 gas, $315 deposit), leaving a balance due of $2164.12 ($2059.12 gas, plus $105 deposit).
The Company requires that the customer pay the necessary amount needed to reinstate her payment agreement of $285/monthly on gas, plus pay the remaining security deposit of $105 to avoid any further Collection activity. [redacted] can contact UGl, at any time, if she needs to further discuss her payment terms.
Please feel free to contact me if I can be of any further assistance.Best Regards
Rose W
Supervisor Compliance

Review: UGI HVAC has sent a bill for approx $550 to collections when the agreement was up to date at the time of the work was done. I never received any inquiry of a bill due of $11 and they sent a bill to collections for the $550.Desired Settlement: To get this off my credit report

Business

Response:

June 30,2014Dear **. [redacted]:I am responding to the above referenced complaint received in regards to an outstanding bill.In January 2012 the above referenced customer purchased an annual service agreement for her house heater and water heater. The cost was $132 for the year, with monthly installment payments of $11. The customer made one payment of $11 towards her agreement in January 2012. On February 16, 2012, UGI Heating and Cooling responded to a service request and found the circulator pump on the boiler leaking and replaced the circulator pump.Our service agreements are an annual agreement. This allows UGI Heating and Cooling to properly staff and train the proper number of technicians, call center employees, have the proper vehicles, tools and parts on hand to service our service agreements customers. Most customers pay in full up front, but we do offer monthly or quarterly payment options. If a customer becomes delinquent in their payments, UGI Heating and Cooling notifies the customer and has the right to terminate the agreement and collect on any outstanding work performed.The customer only made one monthly payment and did not make any subsequent monthly payments on her service agreement. She was mailed statements on September 5, 2012 and November 12, 2012 requesting that she bring her account up to date. Since the customer did not make payments to keep her agreement active, the agreement was canceled and she was billed for the actual service work performed. She was billed $559.52 for the work performed on February 16, 2012 and the $11 payment was applied to it, leaving a balance of $548.52.The customer did not pay this bill for actual service work performed and was then sent statements on June 6, 2013, October 10, 2013 and November 20, 2013. When she did not respond the account was turned over to our collections agency on March 7, 2014.UGI Heating and Cooling provided service on the customer’s boiler, repairing and replacing parts. There were several notices provided to the customer that her account was delinquent.Should you need additional information, please do not hesitate to contact me directly at ###-###-####.Sincerely,

Review: Our issue is that they charged us $420.00 for security deposit in July brining our balance to 3099.00. We paid 495.00 in July bill. Then July 31 they charged us 210 security deposit. We paid 285.00 in August. Then in Sept. they charged us another security deposit of 105.00. we paid 150.00 Thus bring our account to 2209.00. This is causing us to stay longer behind in our bill and added late fees. Due to them repeatedly charging us the security deposit our payments aren't being applied to bring down the amount we owe.Desired Settlement: To have them credit us our security deposit and stop charging us late fees of 40 or more.

Business

Response:

September 25, 2014Dear [redacted]It is the UGI’s position that the security deposit was applied accordingly, Per Rule 3.2 of UGl's duly filed and approved tariff. “Deposits for residential accounts”.In March 2014, [redacted] called to established Service at **3 [redacted]. She informed the Company that the account was in her father's name, which has passed away. She assumed responsibility for the account as of December 2013. [redacted] had and unpaid balance from a prior UGI account at **2 [redacted], in the amount of $785.50. She was advised that service would be placed in her name and that her unpaid balance would be transferred to her active account at **3 [redacted] She was also advised that based on her credit status with UGl, she would be required to post a security deposit in the amount of $402, which is two times the average bill for that property.In July 2014, UGI entered into a payment agreement with the [redacted]'s to pay $285 monthly on the gas bill, plus pay the security deposit of $402 in three monthly installments ($210 with first payment, $105 in 30 days, and $105 in 60 days) beginning July 26, 2014. The account balance at that time was $3160.51, which included the $402 deposit. Since then two additional bills produced for a total of $3244.12.To date the customer has paid a total of $1080 ($765 gas, $315 deposit), leaving a balance due of $2164.12 ($2059.12 gas, plus $105 deposit).The Company requires that the customer pay the necessary amount needed to reinstate her payment agreement of $285/monthly on gas, plus pay the remaining security deposit of $105 to avoid any further Collection activity. [redacted] can contact UGl, at any time, if she needs to further discuss her payment terms.Please feel free to contact me if I can be of any further assistance.Best RegardsRose WSupervisor Compliance