Customer Care Team – Carmen Key, Kelli Heiser, & Stacey Wyatt

At UGI Energy Services, our Customer Care team members are the rockstars coordinating customer inquiries behind the scenes. Our Customer Care team is at the center of all areas of our business. You may be surprised to know how many issues, questions, or inquiries are resolved by our team on a normal basis. Stay tuned to hear the most common questions and answers from our all-star team!

Question: How can UGI Energy Services help manage my energy budget?

Answer: Our trusted team of energy professionals will analyze your business and work with you to develop a plan that works for you. Our focus on providing highly-personalized service helps us structure plans tailored to your key needs. We’ll help you to develop a purchasing solution for your short- or long-term needs – one with no billing issues, supply problems, or surprises.

Question: What’s the difference between a commodity price and basis price?

Answer: The commodity portion of your natural gas supply price is the price of the natural gas itself. This cost component is traded on the New York Mercantile Exchange (NYMEX) and is often referred to as “the NYMEX”. Our UGIES products give you the flexibility to lock NYMEX in various amounts at any time throughout your contract. The basis portion of your natural gas supply price is the price differential related to transporting and delivering your natural gas to your specific customer location. This cost component is highly sensitive to physical system constraints and supply network limitations. UGIES products provide added flexibility to lock some or all your basis cost throughout the life of your contract.

Question: Does UGIES accept electronic, online payments?

Answer: Customers have several options to pay their monthly bills. They can be paid by mail, or electronically. We accept Automated Clearing House (ACH) payments, whereby you initiate the electronic payment through your bank. We can also set up an Electronic Funds Transfer (EFT) for our customers whereby UGIES initiates payment from your bank to ours each month. To set up either of these options, customers should contact us at cash@ugies.com.

Question: I would like to verify if our account is in term with your company and if I’m getting the best price available.

Answer: Our Sales Team can assist you with that information and Customer Care will provide the customer with their Account Manager’s contact information, both email and cell phone.

Question: What is the difference between UGI Utilities and UGI Energy Services?

Answer: UGI is the utility company, and we are an alternate commodity supplier.

Question: Why can’t I cancel my services over the phone?

Answer: This is because a legally binding contract was initially signed, and we require a formal written cancelation for our records to move forward with the cancellation process.

Question: How can I access my invoice online?

Answer: You can access your UGIES invoices online through our website. Go to ugies.com and click on the “Cient Loging” button on the top right of the page. To create your account the first time, you will need a copy of your recent invoice to verify your identity. After you’ve created an account and sign in, you can view your invoices by clicking on Reports and then Invoice History Report. Select the criteria for which you’d like to view the invoices, and click “Generate Report”. To view or save any invoice, simply click on the Invoice Number link to open a PDF copy of the invoice.

Question: Does UGI Energy Services offer renewable energy options?

Answer: Yes! UGI Energy Services is committed to investing in renewable energy options as we strive for a cleaner, greener future. Our current portfolio of renewables includes renewable natural gas (RNG), solar power, and landfill gas to power options. Our green energy experts can help your organization to navigate the complicated world of Renewable Energy Credits (RECs and SRECs), tax credits and incentives, Carbon Offsets, and Renewable Identification Numbers (RINs). Learn more on our website.

Question: Do you have industry specific energy guides you can share?

Answer: Yes! Visit our website to download our energy guides.