Heller's Gas & Custom Made Fireplaces

I ran out of gas, contacted Heller to fill up my tank at 8:00amThey were at my house by 8:45am The Service Man was courteous, polite and expeditiouslyfilled my tank and checked for any propane leaks He demonstrated positive client service five star

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
$300.00 check received
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,
*** ***

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: ***
I am rejecting this response because:
Regards,
*** ***

We are sorry that the tanks were not picked up when she first called to have them picked up At any time should could have called a different provider who would have been happy to go to her residence and disconnect our tanks and hook up their own She did not have to use the gas that was put in the tanks, but she did It doesn't matter if she told us she wasn't paying for it or not, she used it, so she owes for it If she had contacted another supplier they would have disconnected our tanks, we would have picked them up and provided her with a final bill if applicable We attempted to call her, however, we are a business and we cannot make calls after 5:pm or before 7:am, nor do we man our phones for non-emergency calls after pm She has a choice, she can pay for the gas she used or she can answer to the local Magistrate because when our internal collections department can't collect for nonpayment of bills we turn everything over to Magistrates and at that time her bill will include court costs We don't like to have unhappy customers, however, we also won't go away Again, we are a business and people are required to pay for the service we provide Sorry we can't provide a response that is satisfactory to her, but in our eyes, this case is closed Thank you!

This complaint is a very difficult one to respond to We would first like to say, we do not now, nor did we ever create leaks to gain more work We have plenty of work to keep our employees busy and the safety of our customers, their families, their homes and our employees is the
most important thing to us We would never jeopardize safety over a few dollars
After reviewing this situation here is what we found Our technician went to the customer’s home to do an installation He discovered a leak in the system and did not install the regulator and advised the customer we would need to come back and fix the leak The customer advised they would call us to schedule the repair We went back and replaced the leaking gas line and billed only for the material, we did not bill for labor We conducted a leak test proving there were no leaks in the system At a later date he called again stating he read online that we create leaks to create business and felt that there was still a leak We went out again, conducted another leak test, this time in front of him to prove to him that there were no leaks Additionally, he stated that we did not obtain proper permitting to install the line In the State of Pennsylvania, permits are not required to run gas linesIn order to settle this, we are willing to pick up the tanks and refund for the unused gas Since we did not find leaks, we will not issue refund for “lost gas” as, in our opinion, there was no lost gas We do not know of other complaints against our company that state we create leaks and we are highly offended that someone would even suggest something of such a severe nature Heller’s has been in business for over fifty years We know we cannot keep every customer happy every day of the year, however, when our reputation and integrity is at stake, we must stand up for ourselves We never like losing customers, but in this case we feel that we cannot make this customer happy We will have our branch manager arrange to pick up our equipment, and send a refund for the gas left in the tank, however, the customer will be responsible for any unpaid parts and labor invoices previously sent and signed for by the customer

July 18, Dear *** ***,
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 *** ***, 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 *** *** 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

[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: just because it is their policy doesn't make it right or necessarily legalWhen I told them that I was switching companies I asked if I would be refunded the price I paid per gallon and was told yesIf they said no at that time I would have used the propaneI Think their policy needs to changeRegards,
*** ***

[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:
When we signed the lease with our landlords (who happen to be in Turkey) they told us that the tanks were owned by them, there were no decals saying that they were property of Heller's Gas, nor were they stamped anywhere so we were very confident that the landlord was correctAfter we contacted them in regards to the ownership of those tanks they were not certain of the detailsSo when we terminated our service with Heller's, we went with a different company that provided better customer service and a much lower price, they came and inspected the tanks and also determined that they were not Heller's since there was no labeling or stampingI'm apauled that this company would do such a deed as removing tanks from a property in the middle of the winterWhen I spoke with Jen in sales on the phone during the first time they were going to remove the tanks, she informed me that to use up what was remaining in them and call them when the new company had put in their tanks, and they would come and pick them up, at this point we had 70% in them, so that was a substantial amount of propane, it was only days later that the technician came and just removed them from the propertyWe feel adamant that Heller's is in the wrong here and are sticking with them owing us a refund.Regards,
*** ***

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 *** *** 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