Information and Alerts

Pattern of Complaints

BBB has recently received consumer complaints concerning misrepresentations in the sales presentation and high pressure sales tactics. BBB has reached out to the business regarding these complaints, and the business responded to BBB's request by stating: "Thank you for your email regarding Utility Gas and Power (UGP) and the BBB. We appreciate the work the BBB does to uphold high standards of practice and we strive to hold all sales representatives representing UGP to those same standards. Please see below responses to the concerns you forwarded over on behalf of the BBB. UGP prides itself in its compliance with rules and regulations together with training that it conducts with all agents marketing on behalf of UGP. Agents are thoroughly trained on federal and state rules, together with information pertaining to UGP, products and pricing offered along with consumer protections and other UGP compliance rules and guidelines. UGP does not pressure any customer to sign up for service with UGP. Additionally, UGP goes to strenuous lengths to ensure our customers are well informed on the benefits of being enrolled with UGP. Customers complete third-party verifications with an independent third party (on a record line), which reviews telephonically with the customer, their decision to enroll, together with the product chosen by the customer, the pricing, customer protections and other enrollment items. Once a customer successfully completes a third-party verification or executes an agreement with UGP, UGP mails all enrolled customers welcome letters, which include a copy of the terms and conditions of the agreement. All UGP customers are given a 30-day unconditional right to cancel after the agreement date. For customers that enroll in a fixed rate contract, they are notified via phone and USPS 45-90 days prior to their fixed rate expiring. In the notification letter, customers are made aware of other fixed rate offerings available at that time and are also notified that a “failure to respond to this notification will result in your account going to a monthly rate that can fluctuate with the market but can be cancelled at any time.” The customer's rate may fluctuate if their fixed rate expires, per the terms and conditions of the agreement. Customers are encouraged to call and inquire about lower fixed rate options at any time. UGP proudly offers Price Protection. UGP Price Protection ensures the customer that if they are ever unhappy with their current rate, they can call UGP and switch to our lowest available fixed rate absolutely free, no questions asked. Customers benefit by having a choice of suppliers, and they are empowered with the ability to shop for the energy rates for their family. When a consumer “takes control," they have the opportunity to shop for a rate that fits their budget and with this control they can calculate their potential charges for future months based on their historical usage and the provided fixed rate. Should the customer wish to cancel the enrollment without a fee, they can notify UGP via phone or email during the last 30 days of the fixed rate term, and UGP will process the cancellation immediately or on the next business day if received after hours or on a weekend. Utility Gas and Power takes all compliance issues seriously. We consistently monitor all sales channels for compliance and take swift action against those not complying with our requirements. UGP continues to rigorously investigate all complaints. UGP logs all complaints submitted by customers, and complaints are internally researched and responded to. All complaints are treated with utmost importance and investigated. Please let us know if we can provide any further information or if you have any questions regarding our responses. Thank you."