Report: #1137414

Complaint Review: Union Gas Limited

  • Submitted: Tue, April 08, 2014
  • Updated: Tue, April 08, 2014
  • Reported By: Sanchontario — London Ontario
  • Union Gas Limited
    109 Commissioners Rd W
    London, Ontario

Union Gas Limited Union Gas Limited - Abusive, Opportunistic, Unfair, and Criminal London Ontario

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I moved to an address in the summer of 2011, in London, Ontario. My family and I resided at this address for one year. At the end of the year, before we moved to a new address, we notified Union Gas Limited of my move (I gave them my new address and telephone number), for them to connect the service on my new address, and they did. We also requested to be put on equal monthly payments, something the company does. 

Lo and behold, after paying my bill for months, UGL disconnected my gas service because apparently I owed close to $1000. My son, who suffers from respiratory complications, got sick for lack of having hot water for over a week. The company alleged that we have not paid our gas bill for months, and recommended that I contact the THAW Program that would pay up to $500, of course. This is why they wouldn’t think twice about disconnecting your services, which makes UGL opportunistic. However, I was certain that I was paying my bill. 

Guess what! When you move to a new address, Union Gas Limited closes your account and opens a new one, which they did not advise us, so I was making payments on the old account---something they knew. Not only that! Why wouldn’t UGL call us? They had my new address and my new telephone number, as I have provided those before we moved. There is proof they had my new address and postal code, because before disconnecting my services they notified my (new) landlord. Somebody screwed up and I, the consumer, paid the price.

After filing a complaint with the Better Business Bureau, (To see my agreement to mediate, please click on the link below) 


Union Gas Limited refused to mediate, failing to comply as an accredited member of the BBB. I contacted my MPP’s office and also filed a complaint with the Better Bureau Business. 


They (Union Gas Limited)not only contributed to this problem by sending my bills to the old address and receiving payments in the old account that were never posted to the new account, but failed to put us on equal billing/payment after we requested it. Union Gas Limited has no problem doing what they do and putting families at risk, especially my children as two of them suffer from respiratory problems and were without gas for over a week, because they know the THAW program is there. In fact, they suggested it: "Go and check with the THAW program; we will give you their telephone number."

We should've never been put in such a predicament. This problem has not been fully resolved because they need to go back and adjust the monthly payment to equally billing, just as we requested. They failed to make the address change in their system when we moved. They failed to close the old account completely. They failed to tell us that because we were moving, they were opening a new account. They failed to properly notify us in our new address and kept sending notices to the old address. They also failed to put us on equal billing/payments every month as we requested. I feel that Union Gas needs to go back and adjust our payments to equal billing for those months they charged different amounts.” 


“Your complaint was received by your BBB on May 17, 2013. The text of your complaint may also be publicly posted on BBB's web site. Please do not include anypersonally identifiable information in describing the nature of your complaint. BBB may edit your complaint to remove personally identifiable information and inappropriate language.”

Your complaint has been applied to the following business:
PO Box 5353, 109 Commissioners Rd W 
London, ON N6A 4P1

What followed was Union Gas Limited refusing to place us on equal monthly paymentretroactively, as requested before we moved to the new address and they promised to do, which resulted in hundreds of dollars charged unfairly by this abusive service provider. Not only that, Union Gas Limited also refused to mediate, as they are required to do as an accredited member of the BBB.



"As the BBB has been unable to informally resolve this dispute, we are offering you and the company an opportunity to participate in the Alternate Dispute Resolution Programme offered by the Better Business Bureau. This plan is administered by the Better Business Bureau and has a cost of $50.00 (plus H.S.T.) for each party. Should you decide to make use of this mediation/arbitration service, read the enclosed information, complete and sign the appropriate forms and return to the BBBAs soon as we have received the signed agreement we will notify you of the hearing date."

When Union Gas Limited refused to mediate, a Dispute Resolution Coordinator of the BBB advised Union Gas Limited reminded UGL that “As part of the membership agreement, they agreed to adhere to the standards of the Better Business Bureau…” However, Union Gas Limited didn’t care and refused to mediate.

The Dispute Resolution Coordinator went as far as communicating to Union Gas Limited they were required to make “a good faith effort to resolve disputes, which includes mediation if requested by the BBB…” Since Union Gas Limited refused to mediate, the BBB communicated to me that it was going to request that Union Gas Limited membership be revoked.

Nonetheless, I don’t believe this happened because Union Gas Limited demonstrated that when you rule the roost, those at the bottom of the food chain always lose. Despite the Dispute Resolution Coordinator communicating to me that she was going to request that Union Gas Limited Membership be revoked, the BBB suddenly closed my file, without giving me any explanation, only to say that, “This complaint was closed as administratively judged resolved. This business was not willing to go to mediation but was cooperative with us in addressing your complaint issues.”

In fact, Union Gas Limited was defiant and didn’t even want to communicate with the BBB, so why would the BBB allow this to happen? This is Union Gas Limited final position: "Our file is now closed and we respectfully decline your offer (“a good faith effort to resolve disputes, which includes mediation if requested by the BBB). Sincerely, Maureen, Customer Relations, Union Gas Limited, Union Gas. For the energy.TM”


Following an e-mail that I sent the Better Business Bureau, trying to understand how come they have closed my files after communicating to me that they were going to suspend Union Gas Limited membership for refusing to mediate, I received the following explanation:

Your complaint was being reviewed by me so I can respond to your inquiry properly.
I realize you have concerns about how your complaint was closed; however, based on my review it appears that your complaint was closed properly and within BBB policy. Your complaint was closed since it appeared that the items you requested in your original expected resolution were resolved by the Business. You were sent an email requesting what items were still outstanding and your response back to the BBB did not specify what items were still outstanding for the business to resolve.  
Union Gas did have their BBB Accreditation suspended failing to go to mediation to resolve a complaint. When Union Gas was notified of this suspension they contacted the BBB and informed us that they believed they already address the any outstanding issues. You were then emailed as stated above. Since it appeared that Union Gas already addressed the issues in your complaints expected resolution the suspension was withdrawn.  
Chris Lavoie,
Operations Manager
Better Business Bureau Serving Western Ontario 
200 Queens Ave, Suite 308
London, ON N6A 1J3
Since day 1, Union Gas Limited refused to adjust the bill retroactively, as I requested to be placed on equal montly payments and they agreed to do, which is the reason why I filed a complaint with the BBB. How can this BBB manager believe that Union Gas Limited addressed the outstanding issues? How did Union Gas Limited do that? Fixing their mistakes by registering the correct address this time? Closing the old account this time? Registering the correct telephone number this time?
I regret contacting the BBB or filing a complaint because this manager for reasons beyond my comprehension chose to believe that Union Gas Limited addressed the oustanding issue, something they never did. Did he get pay? Was he bought? Who knows! He was trying to close my file months before deciding to close it, completely. Actually, June 12, 2013, almost a year earlier. It is what I noticed when I received this message from the BBB: "Hi, in regards to your complaint, it was accidentally closed but has been rectified. 
We have sent the business the offer to mediate and are now just waiting for a response from them."
The BBB manager sent me this message after waiting for months to hear from the BBB, and I wrote them asking what was going on with my complaint, and how come I have not heard anything. This tells me that the accredited members that pay the BBB a membership can get away with murder; it does not matter what they do, really. Union Gas Limited was rewarded by Chris Lavoie by not having their membership suspended or revoked. 
That's Union Gas Limited --- Abusive, Opportunistic, Unfair, and Criminal
London, Ontario


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