UGI Utilities -- Profile Analysis

I never take the time to submit a review, specially a lengthy one, but I must write about this experience. I called UGI to make a payment and figure out why my bill was so high in such little time, the person who answered me was very dry and dismissive. They told me what was on the account in the surface but did not take the time to give me a complete answer. The next day I realized my gas was shut off, I don't understand why the person I spoke to was not able to tell me that. Anyway, I called again and spoke to J. I'll just leave the name out because there is no need to highlight the bad, only the good. I called to tell them I had cancelled with the supplier (STAY AWAY from them) She wasn't helpful either, I wanted to know why the bill was high and what was the commodity rate, she wasn't able to provide with that. She said "it's in the billing statements". I said thanks and hung up, I was so upset I started googling other companies to get gas from, of course that wasn't an option in my area. I was just so displeased with the customer service. I had to get my service restored so I called again today, and I am so grateful ROSLYN picked up the call. I won't go into further detail but she was so understanding, she was able to answer all of my questions, went over my account in detail, fixed errors that were in the account, and just overall was a blessing which is why I'm writing this review.
People like her are the ones who make a difference in your company.
"Whatever you do, work at it with all your heart, as working for the Lord, not for humans" Col 3:23. Roslynn, thank you !

I had to have faulty meter replaced. Thechnician Anthony A. came to my house. He was very respectful to me and my wishes about preserving a 20 year old vine that I wanted to save, sentimental reasons. He spent 4 hours making sure I was happy and things looked "perfect" to him. He did all this in the rain. Great employee!!! 5 stars to him!!!

We had UGI for both electricity and natural gas at my church for a very long time. We had a good fixed rate for at least 3 years, and a very attentive customer service rep. But then something happened - I think that rep must have left. In April 2022, they stopped cashing our checks. We continued to use UGI until September 2022, when rates went up and I switched us to a different supplier. At that point we had the same complaints as another reviewer - we couldn't get the change completed easily and the new supplier eventually gave us a refund for the new rate after it took 5 months to get switched. As of October 2023 (more than 1 full year after the last uncashed check that we sent) no one had said boo about the money we owed. I had called once and left a message saying our checks were not being cashed. No one called back or acknowledged the message in any way. Now, in November 2023, I received a collections email basically threatening further collections action and making sure I knew that the oldest bill is 533 days overdue. I'm sorry, this is your company's problem - someone was receiving the checks, marking them paid in the system (none of the bills after April 2022 have an "overdue amount" marked on them) and not sending them to be cashed. I can accept a very kind email asking us to please resubmit those payments and apologizing for their mistake in losing them. I'm pretty peeved about the lack of acceptance of responsibility for the mistake. I'm waiting on a reply email from them. Something fishy is going on at this company so I would suggest not using them.

Unfortunately, I'm likely going to have to go to court with this company. I moved into a duplex and I noticed something wasn't right about the gas bill. I turned my meter off and noticed I still had gas. I told them about this, a tech came out, and said I was wrong without consulting me. They just came by, looked, and said "false claim". I had to call back and tell them what I did to check for this. So, they came back and lo and behold - my neighbor and I were being charged for eachother's gas. So, after correcting this issue, they credit my neighbor and billed me that credit. I told them I shouldn't have to pay for their mistake that I found for them. They feel differently.
They also like to raise gas prices in the winter sometimes. Even though we're sucking all the natural gas out of this state (PA) they still seem to find the need to prove gouge when gas-heat would be needed most. 2 years at this address and now I don't even use the gas heat, i switched to electric heating appliances and it's CHEAPER! Crazy, right!? UGI is dishonest company with incompetent management.