Heller's Gas & Custom Made Fireplaces

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I do find it curious that the company did not specify the amount of the termination feeGiven the previous evasive behavior, this makes me suspicious that this fee is not actually standardI am very grateful for the help from the Revdex.com in resolving this matter Regards, [redacted]

We have reviewed this complaint and would like to give you the information we have The [redacted] apparently had another propane company fill tanks owned by Heller's Gas and paid the other company for the propane It is unlawful for one propane company to fill tanks owned by another company Our tanks are clearly marked with decals and are also dye stamped "Property of Heller's Gas." I'm pretty sure the other propane company also knows they are not legally permitted to fill those tanks They should not have done it and [redacted] should have made provisions to have the new company put tanks in place before she called to disconnect our service We're sorry that she was out of heat, however, she called to terminate our service and we went to her house and picked up our equipment We are not paying her a refund, we have a no refund policy clearly printed on our delivery tickets as well as our service work orders There are circumstances when we will give a refund to a customer, however, this is not one of them as she did not buy the gas from us Thank you, if you have any further questions, please feel free to contact us

We are sincerely sorry that [redacted] feels that we are practicing unfair policies, and perhaps whoever he spoke with at the branch level did not explain the minimum delivery/annual inspection policy that we have, and has been in place, for many, many years Our insurance company as well and many other government agencies (since 9/11) require us to make an annual visit to all of our customers This visit is to insure our equipment is operating properly If the tank needs gas, we top it off At that time we also do a visual inspection of the equipment and make sure it is in good shape and most of all safe for our customers These inspections take place annually and specifically to accounts who are either on will-call or a once a year delivery Customers are charge based on the size of the tank(s) they have The requirement for customers to be excluded from this minimum delivery is that they use at least one full tank of gas per year If they do not use that, the inspection takes place (usually in the spring or fall) and they are billed the minimum annual amount at that time This policy is clearly printed the backs of our work orders and has been for many years Our refund policy & termination fees are also clearly printed on the backs of our delivery tickets and work orders.Please feel free to contact Heller's if there are any further questions

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I was never told at any time that there was a minimum delivery, annual inspection, termination fees or one tank per year I n fact when I called Heller Gas I explained to them that I do not use a lot of gasAnd then when I called to be put on an oncall basis nothing again was explained to me .I did that out of respect for their cost of sending a truck here for no reasonFurthermore the last yrsI have not purchased a full tank of gas where were these policies the n ?The last time I talked to Jennifer from Heller she told me that the charge was for not using any gas in a yearNothing even then was said about termination fees inspections etcjust that Heller needs a return on their investment .And she said if they pick up the tank I would not have to pay the bill for I said pic kit up and then she explained that they don't give credit for the gas in the tankI said pick it upThe tank is still herePoliciees need to be explained up front so that a customer can make a sound decision employees need to be trained properly so they can explain policies up front I will not pay this last bill as Jennifer said and they can pick up the tank as she saidThat's it.I am rejecting this response because:Regards, [redacted]

We are sorry that [redacted] has such bad feelings towards Heller's It's certainly not our intention to have our customers upset with us One thing we would like you to be aware of is [redacted] applied for a job with Heller's, we interviewed him, however, he was not hired, so we believe that some of this complaint comes from the fact that he may be upset that we chose someone other than him to work for our company We also believe that might be why he chose to terminate service with us He is not a bad person, we just found someone who fit our needs better than he did We put our equipment at our customers' homes and don't charge rental on our tanks We are sorry that he is upset that we went to his residence and picked it up when he was not home, however, we have every right to go and pick up the tank when the customer has chosen to terminate our service and when we have technicians in the area We waited until the tank was almost empty before we went back to pick it up 5% is the equivalent of about gallons Even if he still had 12%, that is about gallons On his last delivery he paid $per gallon which would equal a refund in the amount of $for gallons or $if there was still 12% in the tank When a customer terminates service for any reason, we charge a termination fee to cover our costs This termination fee is printed on the backs of our service work orders and is in the amount of "Up To $150." When a valued customer has gas left in the tanks, many times we use that gas towards the termination fee and write off the rest of the fee In this case, our loss is in the amount of $ We do not ask for payment, however, we also do not send a refund In rare instances, when a customer has more gas than $worth, we will issue a check in good faith to that customer Again, we are sorry he is upset, but we are not going to refund him for the gas.If you have any further questions, please contact us Thank you!

We are sorry for any confusion this situation has caused We do not like to have unhappy customers, nor do we like it when our employees do not follow through with what they say they are going to do Please be advised, we will credit all of the fees off the account and we will issue a refund check for the gas returned There will be a termination fee which will be deducted from the refund This is a standard amount which is imposed whenever customers terminate our service It is simply to cover the costs to pick up the tank If you have any questions, please feel free to contact our corporate office.Thank you!

First of all the reply from the business is inaccurateWe completely agree that if the issue with the leak in the gas tank was because of a part that was under warantee that years later it would be our responsibility to pay for the repairHowever, the leak was because a part from the factory was not properly attached and was leaking from the time it was put in the groundIt took years because every time we called Heller's they refused to do anything or said the tank had to be empty Another HUGE part of the years is that nobody calls you back from that companyWe finally got it fixed because we found a local tank expert who told us how to get somewhereIt wasn't until we threatened Heller's with submitting a claim to the attorney general that they even agreed to come and look at the tank Yes Heller's came in 2013, but they did not fix the leak we called them aboutWe have a video to show where the leak is and an expert in this area will tell you it is not a warantee related repair, it is something that was not adjusted properly during installTo display even further that this is correct, Heller's didn't have the tool needed to do the repair, they had to order it from the manufacture of the tankThis fact alone shows that when they installed it, the valve was not on properly, extra tape was added to try and compensate for that fact because they didn't have the tool to make it right so they tried to fix it the easiest way instead of the right way Heller's has been an absolutely horrible company to work with and the response not even being accurate just adds to the frustration We don't have a bill from 2013, our bill was from this past April when they finally fixed the tank properly [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

July 18, Dear [redacted] , We are in receipt of your letter dated July 15, regarding the above-referenced claim In an attempt to keep good faith and based on the fact that perhaps our salesperson did not give the correct information to [redacted] , we have decided to issue him a refund We have forwarded the paperwork so that the check can be processed He should see the payment within about two weeks.It is not our intent to upset good customers and we are sorry that [redacted] had a bad experience with Heller's, If there Is anything we can do for him in the future, please ask him to feel free to contact usSincerely, Brent H Operations Manager

We have been in contact with [redacted] and we believe this matter has been resolved We will be picking up our tank and in good faith we will be issuing a refund to her If you have further questions, please contact us

The owner of the company received e-mail and pictures within a week of this property damage occurringSince we are resolving this I won't copy and paste the e-mailThis could have been resolved without a formal Revdex.com complaintMy initial request was for $for a load of stone to repair the damageUnfortunately, it took a formal Revdex.com complaint and the threat of litigation for this company to resolve this very clear issueMy next step was an estimate from a construction company which I could legally triple at the magisterial levelIn the future, please do the right thing in the community in which you are doing businessThank You $check received Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

We have reviewed this complaint and here is what we've come up with We are sorry for any hardship or situation this propane delivery may have caused It is our policy to deliver and inspect our equipment at least once a year and in fact our insurance requires that we do that for the safety of our customers We do not like to cause difficult situations for any of our customers, and the fact is that she used no gas at all Typically there is a termination fee when customers stop using propane, however, in this case, we have decided to forgo that fee and clear the account of the minimum delivery charge We believe this should be satisfactory to [redacted] as it will leave her with a zero balance and no charges due for the termination We would like to thank her for being our customer in the past, we value all of our customers and do aim to keep them happy Again, sorry for the stress we have put her through

February 11, Dear ** [redacted] : We are in receipt of your letter and customer complaint dated February 4,First of all, we sincerely apologize to ** [redacted] for any inconvenience we may have caused her When she first called to set up an account it was our intention to open the new account and provide her with propane whenever she called to get the delivery** [redacted] owns her own propane tank and has the ability to shop for the best price available whenever she needs gasThe majority of our customers have equipment at their properties owned by Heller’s Gas, These customers do not have the ability to shop all suppliers because other propane companies are not allowed to fill our tanksUnfortunately, this year has been a year unlike any othersThe propane industry has been experiencing a propane shortage nationwideSupply inventories have been depleted and it is our responsibility to keep our current customers supplied with gasBetween the time that she called to set up the account the time she called to get a delivery it was necessary for Heller’s to stop servicing new and/or customer owned accounts who were not our regular deliveriesIt is unfortunate this happened, but we really just had to make sure we could continue to keep our existing customer base supplied with essential propane We really are sorry for the inconvenience and we hope that ** [redacted] understands the situation all propane suppliers have been put in this very unusual season Sincerely,

--------- Forwarded message ----------From:
"">Revdex.com of Metro Washington DC Date: Wed, Sep 3, at 12:PMSubject: Fwd: Heller's GasTo: *** ***
---------- Forwarded message ----------
From: Allamong
Date: Wed, Sep 3, at 11:AM
Subject: Heller's Gas
To: [email protected]
Hi ***, the first scan is of the bill for $which I never got an invoice or receipt forI call and ask them what was I billed for when the installation was suppose to be free and the first gallons of propane were to be free the tank was free so what was I billed forI have never had anyone ever call me back when I have called their officeI am so upset and scared about this because a friend of mine moved to a new house which had a Heller tank on the property, Heller's Gas kept sending them a bill which was $and said they had to pay it, she just told me last night that the tank was full and paid for by the pervious renters and they were just trying to get it paid again by them, she said she thought she was going to have to call the police when they came to get the tankThis scares me, When the man came to install the tank he was so mean, he had my daughter and myself so upset then and I can't seem to get rid of this nightmareThe second scan is of the flyer they put on my mailbox with the mans name on it, I must say Ben Wittmer is a real nice fellow so I hope he does not get into any trouble over this, he just works for this Coand the third scan is the bill I just got when they filled the tank this weekWhen they came to hook me up I told them it was only to heat the back porch which we use as a TV roomthey bought a gal tank and said they would be no minimal usage fee, then I get this bill, I was so upset, they got me again, $for using gallons of propane and the year won't be up till Nov.13thSo all in all it has cost me almost $to use gallons of propaneWhen the delivery man was here he knew I was upset and said the only way I could get around it was to call them and ask to downgrade so I wouldn't loose any money if I wanted them to come get their tank off my propertyI stopped payment on the check because I fell like they are bullying me and have me in a cornerAll I want is for them to get their tank off my property without any troubleI thank you for any help you can give me
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We have been in contact with *** *** and we believe this matter has been resolved We will be picking up our tank and in good faith we will be issuing a refund to her If you have further questions, please contact us

September 11, Dear *** ***:We are in receipt of the above-referenced complaintWe would like to first apologize for the inconvenience and any misunderstanding there may have been between the salespeople in our branch location and *** ***.The original tank was set at the property and charged accordinglyWe do not charge installation on simple installations, but apparently additional work needed to be done at this location & there were some additional charges incurredAfter a year, they did not use the minimum required gallons of propane and when we went back for the annual inspection (which includes topping off the tank) they were billed a minimum delivery chargeThis policy is clearly printed on the back side of our service work ordersWe offered them the opportunity to downsize the tank, which is what we do when people don't want to pay the minimum usage fee If they don’t need such a large tank, there is no sense having one thereThey declined the smaller tank & it was then that asked to have the tank picked upAccording to our records this just one week agoThe work order to pick up the equipment was printed and we have it scheduled to be picked up as soon as possibleHowever, it will get done along with all of our other work and we can’t just stop everything to pick up a full tank, it requires the proper equipment and manpower.Again, it is scheduled and will be done ASAPIf you have any other questions, please feel free to contact me.Sincerely,Brent H

We have met with the owner of our company and although we do not agree with what *** *** says, in an act of good faith we have decided that we will be willing to split the cost with him to repair the damage Hopefully this will be satisfactory to him We will be issuing a check in the amount of $to *** *** and mailing to the address on the complaint We are hopeful that this will resolve the matter completely and hope that *** *** is happy with this outcome He can expect the check within two weeks Thank you

We have reviewed this complaint and would like to give you the information we have The *** apparently had another propane company fill tanks owned by Heller's Gas and paid the other company for the propane It is unlawful for one propane company to fill tanks
owned by another company Our tanks are clearly marked with decals and are also dye stamped "Property of Heller's Gas." I'm pretty sure the other propane company also knows they are not legally permitted to fill those tanks They should not have done it and *** *** should have made provisions to have the new company put tanks in place before she called to disconnect our service We're sorry that she was out of heat, however, she called to terminate our service and we went to her house and picked up our equipment We are not paying her a refund, we have a no refund policy clearly printed on our delivery tickets as well as our service work orders There are circumstances when we will give a refund to a customer, however, this is not one of them as she did not buy the gas from us Thank you, if you have any further questions, please feel free to contact us

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: *** I was never told at any time that there was a minimum delivery, annual inspection, termination fees or one tank per year I n fact when I called Heller Gas I explained to them that I do not use a lot of gasAnd then when I called to be put on an oncall basis nothing again was explained to me .I did that out of respect for their cost of sending a truck here for no reasonFurthermore the last yrsI have not purchased a full tank of gas where were these policies the n ?The last time I talked to Jennifer from Heller she told me that the charge was for not using any gas in a yearNothing even then was said about termination fees inspections etcjust that Heller needs a return on their investment.. .And she said if they pick up the tank I would not have to pay the bill for I said pic kit up and then she explained that they don't give credit for the gas in the tankI said pick it upThe tank is still herePoliciees need to be explained up front so that a customer can make a sound decision employees need to be trained properly so they can explain policies up front I will not pay this last bill as Jennifer said and they can pick up the tank as she saidThat's it.I am rejecting this response because:Regards,*** ***

I find it hard to believe that any of our employees would say there would be a refund I am not saying it didn't happen, I'm saying if it did, I would be interested to know the employee who would have made that statement We have had the no refund policy for many, many yearsAnd, once again, it is clearly printed on the back of all of the work orders and delivery tickets that would have been left each time one of our people was at the residence Also printed on the backs of our paperwork is a termination fee which we have every right to charge We did not charge this fee to him, we used the balance of the gas as payment for that fee We don't like hard feelings, but all he had to do was read the terms of conditions (once again, located on the back of every ticket and work order), and he would have known the policy It's very clearly printed It is legal and it is well within our rights He may not accept our reply and he may not agree with our policies, but as far as we're concerned this matter is closed