UGI Utilities Customer Reviews (February 2025 Update)

Updated: February 2025

The best review categories for UGI Utilities are their customer service, with an average of 2.0 stars, and their plans and pricing, with an average of 1.9 stars.

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Recent Good Review from Ray

There few who make the difference

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 !

Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

— Ray from Wilkes Barre, PA on July 19th, 2024

Most Recent 4 Star Reviews

1 Customer Reviews Written Overall

Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

There few who make the difference

Plans & Pricing
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Customer Service
Account Management
Likely to recommend

— Ray from Wilkes Barre, PA on July 19th, 2024

Most Recent 3 Star Reviews

1 Customer Reviews Written Overall

Plans & Pricing
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Customer Service
Account Management
Likely to recommend

Technician

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!!!

Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

— L.D. from Lemoyne, PA on February 29th, 2024

Most Recent 2 Star Reviews

1 Customer Reviews Written Overall

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Likely to recommend

Had good prices, poor billing issues

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.

Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

— LP Pres Church from Pittsburgh, PA on November 6th, 2023

Most Recent 1 Star Reviews

6 Customer Reviews Written Overall

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Account Management
Likely to recommend

The Worst Gas Company I've Ever Used

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.

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Customer Service
Account Management
Likely to recommend

— I Don't Need Further Retaliation from Mansfield, PA on September 19th, 2024

New and Improved Online Account Center is Terrible

UGI's new website isn't "easier" or "better" as it's marketing claims. Since the recent changeover, I can't even log in to my account. All attempts to do so promptly take me to a page with nothing on it except "ACCESS DENIED!!" Attempts to resolve this through the so-called customer service department have been time-consuming, frustrating, and entirely ineffective. The worst thing is that there is no alternative, that is no competition, to take my business to. It seems that UGI can provide terrible service with impunity, and that government regulators have failed to protect citizens from an indifferent monopoly.

Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

— Brian Cary from Hummelstown, PA on January 5th, 2024

Most unprofessional company every

I was considering switching my family to natural gas, but I will NEVER use the services of UGI. They are the most unprofessional and unethical company I have ever come across. While installing a gas line to my neighbor, they made a total mess of my yard and sidewalk and left us no warning or notice of what was going on. I called the company 3 separate occasions and was told someone would be calling me back within 3 business day to resolve this. No one ever called back any of those times. I have run this all the way up to my local state representative, and UGI has yet to come fix my yard or sidewalk more than two months later. They simply don't care.

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Customer Service
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Likely to recommend

— Brian Rambo from Barto, PA on November 9th, 2023

They don't care

I'll admit, my underpayment causes the gas to get turn off. However I had a payment plan I was working on. They refused to help me at all and put the full balance on my account after I was told it wouldn't be. Then after paying 1400 dollars I had to wait an additional 3 days for then to send somebody out. Flashforward to "the day hes supposed to be out" and hes not here yet. You would think they would send somebody out early when they know it's winter. I have had snow on the ground for a week with no access to heat. This company doesn't care about anything besides your dollar, they will literally let you freeze to death

Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

— Brandy L from Port Allegany, PA on November 6th, 2023

Billing customer service

Been trying to get in contact for weeks, cant get any kind of response on questions i have about the billing. Just say they need more information then tac more onto the bill worst service I have ever dealt with.

Plans & Pricing
Order Experience
Customer Service
Account Management
Likely to recommend

— Kg from Danville, PA on September 27th, 2023

Resistant to switching suppliers

I enrolled on 3/14/23 with an alternative Natural Gas Supplier because their price/CCF was far cheaper than UGI's price to compare. I received a letter from UGI that the request had been received on 3/22/23 (8 days later). In the letter they stated that billing at the new rate wouldn't start until 5/24/23 (2 months and 10 days after the initial request to switch). I called UGI's customer service on 3/22/23 to expedite the switch and they explained that my next reading was the following day and was too soon to calculate a final bill based on that exact reading and make the switch to the other Supplier, and that the next reading after that wasn't until 5/23/23. I asked UGI if they could schedule a reading a month sooner (making the last 2 readings 1 month apart instead of 2) and they said no. I asked if they could match the rate I am supposed to receive from the alternative supplier for the remaining billing cycles and they said no. I'm very disappointed that they will not support simple customer requests, that switching suppliers takes a very long time, and that UGI determines when customers can switch suppliers rather than the customers themselves. I believe the ability to shop suppliers customers by enabling a more competitive marketplace, but in this case UGI's customers are at least temporarily (2~3 months) at the mercy of UGI. Beware as a customer that switching from UGI will take several months and that UGI will not help you speed the process up.