Heller's Gas & Custom Made Fireplaces

We have made numerous attempts to contact *** *** She has not returned our calls We are sorry that her tanks were filled after she requested to be taken off of automatic delivery However, we have no record in our system (please know that every call or message is documented
in our computer system within the customer's account) that she ever requested us to pick up the tanks We have put in an order to pick up the tanks and we will do so as soon as possible However, currently she has not paid for the gas from her last delivery I know that she says she is not paying for it, but she has been using it and as such, she is required to pay for it When we pick up the tanks we will see how much gas is left and we will credit her for what she returns, but she will be billed for the gas she used If she had asked us to pick up our equipment we would have done so, however, she never made that request If she does not pay for the gas she has been using, the account will be turned over to collections and more fees and expenses will be charged Thank you!

[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 ***, 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,
*** ***

We are sincerely sorry for the lack of communication, however, we have spoken with Mike A*** and he has not blocked *** *** email We are not really sure why he might be getting a reply that it is blocked, however, we will have our IT department look into it As for the ruts in the
driveway, the road is a shared road with *** *** and our customer It is a clay road, and the place where the ruts occurred was in a dip in the road The driver stayed on the road, perhaps if he would have driven in a yard or if had driven off the road Heller's would be responsible for damages, however, this road is, to the best of our knowledge, the only way to access the customer location Until the driver drove onto this area of the road he did not know it was that wet or that he would sink It is unfortunate that the truck left ruts, however, we believe it is not our responsibility to pay for stone when in reality it should have been there in the first place We incurred a very large towing expense and lost time because of this situation Again, we are sorry and if we truly thought it was something our driver did wrong or if we believed it was something that could have been avoided we would be happy to share in the repair expense, however, we don't believe any of this is our fault We don't like unhappy customers or neighbors but we also cannot pay for something that we don't believe is our responsibility

January 2, Dear *** ***:I am in receipt of your letter and complaint dated December 23, regarding the above-referenced claim.Please be advised, typically we do not refund customers for unused gas, however, in this case we have decided to make an exception and refund
*** *** for the gas that was returnedThe paperwork has been forwarded to the people within our company who calculate the refund and issue the refund checkPlease allow about two weeks for the check to be issued and mailed outWe do not like unhappy customers and try to do everything in our power to come to an amicable resolution.If you have any questions, please feel free to contact me at the Heller's Gas, IncCorporate Office.Sincerely,Brent H

[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 am rejecting this response because: According to my cell phone log, their numerous attempts to contact me included: call on 1/at 1:PM, which went to voice mail, I returned his call at 1:pm (lasting secs), at which time I told him that I was working and could not speak to him at that time that I would call him back. A call of 1/at 3:pm (lasting secs), I said that I would call him backOn 1/at 5: I called the number he left on the voice mail (###-###-####) and left a message, then I call the number of the office (###-###-####) at 5:and left the same message - That I was working at the only time I could speak with him was before am or after 5:pm or on weekendsBut he could not call at that time Prior to that set of calls I received a call on 12/at 9:am, where for mins and seconds I continued to tell him the same thing that I have been telling Heller's Gas since they delivered the propane, which is that I will not pay for itIt appears that on or about mid month, a standard past due call was made, every month since they delivery the unwanted propane to my houseAs for me telling Andy that I had written a letter to the Revdex.com, I did not write a letter, nor did I tell him any such thingI filed on line on 1/12, they received notice on 1/13 and they responded on 1/This is how they learn of my complaintSince I filed I have only spoken to anyone at Hellers for a total of secondsOn 1/their driver picked up the tanks and in doing so he cracked the line leading into me home and it was necessary to pay me new propane dealer to replace it. Since the day that this delivery was made, I have told them , I would not pay for it and I would not settle for any discount or adjustmentThe fact that they waited until January to pick up the tanks, only strengthens the concept that they felt that I could be forced into accepting propane from them, so that I could not utilize a new provider of my choice
Regards,
*** ***

March 6,
Dear ***:
We are in receipt of your letter regarding the above-referenced claim, Please be advised, we have contacted *** and we have resolved this situation
Please feel free to contact me if you have any questions,
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Sincerely,

We are sorry *** *** is unhappy, it's not our intention for our customers to be upset with us We do agree with what he has said in his complaint and we are going to make it better The information regarding his account has been forwarded to our Accounts Receivable Manager She
will compile the paperwork showing the gallon credit, as well as any other information pertaining to the account (gallons billed and the minimum charge) She will send him the document directly and he will be able to keep track of the credit which currently exists on his account Again, we are sorry for the inconvenience Please accept our apologies. Feel free to contact us with any further questions

This company is horrible, they rip customers off every chance they getI wish the park manager would have told me to stay away from them like she told my neighborThey over charged me for years and when I ended service with them they took a tank of propane off my property that had more gas in it than the gallons then they delivered after I caught them cheating me and told them I was done with themThe last bill was for $they said they only got gallons back which is a lie because I only use gallons every months and when they fill the tank on 8/I had gallons in it that I already paid for and I got taken to court for $plus court costs so I have to pay them bucks for $of gas they claim I used
Stay away from Heller's gas they are s*** b** crooks!

We are a fairly new customer with Hellers Gas and our experience has been a nightmareWe called in October for them to come out and service our gas fireplaceOur pilot light would not stay lit so they sent a sub contractor to come out and check it outHe told us we needed a part and it would have to be ordered they would get back to usCharge was about $dollarsWe paid then waited weeks and called to see where things stoodPart was missed on the shipment so would be another weekCalled after a week and was told the part was at the corporate officeFinally they call to say the part was in and then send a service man out to install the partService man comes out installs the part charged us $that we paidTen minutes after the technician leaves the pilot light goes out againI call Hellers back and they refer me back to the number for the sub contractor which would have been another chargeI called the number for customer service back and by this time I have had it with Hellers GasI told the service rep I stopped payment on the check for the service call and I wanted to speak to a supervisorShe told me there would be a $charge for the stop payment on the checkI don't believe these peopleFinally they send a service man out and he finally gets the fireplace working after about an hourI then have a heated conversation with a supervisor who proceeds to tell me in a rather nasty tone they did nothing wrong and I had to pay the extra fifty bucksI told him to send the bill and that I was not paying the extraGet the bill my husband takes another check out to themToday a Hellers truck pulls up out front and says he is here to pick up a $check or they were disconnecting the gas tankI told them to pull it outThis is the worst company I have ever had to deal withThey are arrogant rude and I should have read all these reviews before getting hooked up with themI would not recommend this company to my worst enemy

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We have researched this complaint and have found out thisTypically, we put our equipment at customer locations and we retain ownership of the tank, regulators, etc Since we still own the equipment, if there are leaks or issues with any of the equipment we service it and repair it and many
times it does not cost the customer any money In this case, in July the ***s purchased the tank and regulators The first documented report of a problem with this tank was in March The bill she is disputing is from the March 'service work The downside of a customer owning their own equipment is that it is their responsibility to have the tank repaired and they must pay for it because they own it We are sorry, but we are not removing this bill and she will be required to pay If you have any further questions please contact us Thank you!

[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 am rejecting this response because:
The driver was told about the road being soft, it is called a spring thawIn fact, the truck broke the pavement that was on the lower portion of the road prior to sinking to his axles. In the past the same driver has always turned around in the neighbor's drivewayThere has only been one other time this same driver has ever driven past the drivewaysThat was in February when his truck, unsafely, slid past the driveways towards the Susquehanna riverHe also visually inspected the road less than a week prior to the incident and determined; (A) The customer had enough gas remaining in her tank for at least a month, and (B) The road was in the middle of the spring thaw and he would wait at least weeks before attempting deliveryThe ruts certainly are not my fault or the fault of the customerThe damage was caused by the negligence of the driver while in the employ of the companyIf he had turned around in the driveway, none of this would have happened The expense of the tow has nothing to do with the issueIf the driver slid into someone's home would this company tell the homeowner that it cost a lot to tow the truck therefore we won't pay for the repairs to your home? The tow truck was much bigger and heavier then the 17,or 18,pound gas truck, yet the tow truck neither got stuck nor left any ruts in the road I have the e-mail I sent to Mike A*** showing the recipient blocked the address of the sender
This is a shared DRIVEWAYIt is only named because of mappingThe road is not clay, it has a six inch mine rock base topped with six inches of 2B modified stone and was paved at the bottom many years agoI was truly hoping this company would step up and do the right thing, apparently I am going to have to seek legal recourse to resolve this issue
Regards,
*** ***

We are sorry that *** *** is unhappy with our policy of no refunds issued, however, it is our policy and we are standing by it The no refund policy is printed on all of our work orders and delivery tickets, copies of which are given to the customers every time we are at their residence
We do not charge customers monthly fees nor do we charge installation fees when we install the tanks Therefore, when the customer decides to stop using our service, if there is gas in the tank we use it to offset some of our costs Again, we are sorry he is unhappy with the policy, but it is the policy & we are standing by it

We are sorry that *** *** 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 *** *** 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!

February 11,
Dear ***:
We are in receipt of your letter and customer complaint dated February 4,First of all, we sincerely apologize to *** 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*** 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 *** understands the situation all propane suppliers have been put in this very unusual season
Sincerely,

Hello folks My name is Joe and I am very upset at the moment because after years of faithful service on our part we were told we owed some debt that we clearly didn't owe and it took times and a lot of aggravation to, I hope?.have a final solution?..You see back in February we were charged $a gallon ($459.25) for home heating propane when in fact we had an agreed upon price of $per gallon so I called and spoke with Jason after being stressed all weekend that it was a drivers error and will be taken care of and the new total would be $311.03..much better we think and paid the bill like always..well another two months and I call for gallons to hold us over and was asked "do you want our driver to pick up the balance you owe ?$so I say from what and he states the deal from February again so I go on to explain it again now to this man and finally after minutes he says Oh! I see they forgot to fix this credit here 'll take care of it..O.K....Alright last night I go to mail box to find a bill from Heller's Gas in the amount of $because now there is a late fee attached to it..so I call ask for a supervisor but end up the entire time speaking and put on hold with Amanda who was personable and friendly in spite of me being quite angry and letting her know that this is the 4th time trying to correct this and that they probably lost me as a customer and tha I was willing to fight this I also stated I did not want this to reflect on my credit history...so after back and forth on hold she finally stated she had found their error with the credit that was supposed to be done in February and would make sure it was taken care of..I asked her to send some sort of receipt for this conversation and credit ..which she said she would send so I guess that part is done..I HOPE..one other thing is all last season we had to call a few times because they were coming every three weeks instead of agreed upon weeks and because of this we were charged a service fee each time so Like 3-extra $fees that finally I had to call and tell them not to bring gas unless I called for it?....be careful people where ever you go ..they are human andwill..make mistakes..but getting them to admit and accept is a whole other ball game...GOOD LUCK...JOE

We are sincerely sorry that *** *** 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]
Mark from Heller's Gas called me while I was at work on January at 3:pm - I told him that I was at work and could not speak with him at that time and that I would call him backI returned the call on January at 5:pm and left a message - that I was working and would be able to take his call before am or after 5:pmI also called the ###-###-#### number at 5:pm and left the message thinking that the receptionist would make sure he received his messageI have only received one call from Mark and that was the one on January 20th, so I'm not sure who he called numerous timesThe best thing about cell phones is that you can actually see all phone activity. As far as the gas in the tanks ----- they were not empty when the truck was here, which makes it difficult to determine how much was gas that I have previously purchasedIf Mark or anyone else from Heller's sincerely wish to speak with me they can do so Mon - Fri before am or after 5:pm ---- or on a weekend ---- this weekend I will be busy on Saturday from am to pm and after pm ----- Sunday I will be busy from am to noon and after pm
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

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!

We are in receipt of your complaint We are sorry this customer is so unhappy, however, we tried several times (I believe times) to contact him by phone to resolve this issue We also sent him a request in writing to contact us, he did not respond We were advised that he
switched companies and that another propane company's tanks were already in place We will issue a refund for the unused gas in his tank, however, the statements he alleges are simply untrue He can expect his refund check in about weeks