Heller's Gas

Extremely poor customer service with majorly overpriced propane! They fail to comprehend that propane is a commodity that is priced on the open market. Heller charged me $5.99 / gallon. Despite contacting customer service they basically said this was their price. My account was immediately cancelled. Their competitor (H&K-the best out there!) only charged me $1.99 / gallon! Don't waste your time with Heller Gas. They are a rip off. Further, Heller claims you will get a refund for what's left in the tank ... trust me you will NOT! Heller will come up with a bunch of bogus fee's to make sure they pay you nothing! Based on the price they charged me, Heller STOLE about $215 from me by claiming BS fee's. Lesson learned. GO ELSEWHERE!

This , as we all know, is a bad winter . I usually always pay my propane bill ahead a bit and you would think the company would be more prompt in making deliveries to good paying customers. They aren't. I am at 10 % as we speak, I have sent 2 refill requests and I am 85 dollars already paid towards it. I also am disabled and can't always get things as clear as I can with the driveway etc. but I do my best. It seems like as a customer you are always punished with them. You are to have things cleared, and told they will be there soon but as the days go by, no one comes. This will be my last year with them. Next year I will go with another company that appreciates customers who pay promptly. Beware of this company and if you can, choose another company for your fuel/propane needs. I also was told that I didn't need it like this last year. Well this year is different. It is colder and has more inclement weather so that normally means more fuel to heat. They base needs on previous year but not all years are the same.

Ive been with Heller's gas since 2005...Have nothing but good to say about them ! They have always been there when I called...My property is off the beaten path so I stay aware of the tanks...They never failed me... I'll vouch for them !

I contacted Heller's Gas to discuss a billing and servicing issue as was very satisfied that Christabel was able to resolve both the servicing and billing issues. The representative was very understanding and was able to come up with a solution and quickly resolved both issues. I was very pleased with the result and continue to be a satisfied customer.
Bill D., Albrightsville, Pa.

We would like to take this opportunity to say we apologize that no one from our company explained the minimum delivery policy to them when they became our customer Our employees are all instructed to explain this policy to all customers and it seems as though someone from Heller's dropped the ball So, again, we are sorry about this We do not charge tank rentals in any situation, so we will not be changing our website to say we do What we have is an annual usage fee If a customer does not go through one tank of gas in a year, we are required by our insurance company to inspect all lines, tanks and fittings and check for leaks Part of that inspection is to top off the tank The minimum fee is based on the size of tank located at the property In a situation like this, the first year a customer is with Heller's, we waive the minimum fee and bill only for the gas used to top off the tank If they believe they will not need the size tank currently installed, we offer to install a smaller, more appropriately sized tank This is the offer we made to [redacted] and her husband They decided they did not want the tank at all and we are currently making arrangements to pick up our equipment The charges currently on the account are being credited off so they will not owe us any money Again, we are sorry no one explained this correctly

We have spoken to [redacted] and we understand that we did not follow through with our typical procedure Typically we leave a note, wait ten days for the new homeowner to contact us and if they do not, we then pick up our equipment In this case, we did not wait and our service technicians picked up the equipment before they should have We have advised [redacted] that we will return the tank, no one will be billed for the installation or the gas We are sorry this happened, it was a case of human error and we do apologize for any inconvenience this may have caused We sincerely appreciate our customers and hope that both [redacted] and the new customers can accept our sincere apologies

[redacted] @ [redacted] .com4:AM (hours ago)to me I would like to cancel my complaint,I received a call from hellers yesterday,they more than made things right with me and please post my review

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 lines.In 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

First let me apologize for the delay in the response of this complaint We have attempted to contact [redacted] ***, however, he has not returned our call We are issuing credit on his account for the gallons of gas returned I'm not sure why he thinks gallons of gas were returned, the tank he originally had was only a gallon tank (420# cylinder), it was replaced with a 100# cylinder There were gallons of gas in the tank when it was picked up, minus the gas in the smaller tank it was replaced with (gallons), leaving a balance of gallons The refund is based on the gallons at the price he paid ($per gallon), for a total credit of $ If he has questions, please feel free to contact Brent H***, VP Operations at Heller's Corporate Office We are sorry for any confusion or misunderstanding We appreciate your business and hope that we can continue to serve your propane needs Have a joyous holiday season!

[I HAVE BEEN OUT OF TOWN AND PHONE WAS NOT WORKINGWILL CALL FIRST THING MONDAYA default letter is provided here which indicates your acceptance of e 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]

I am sorry that we did not reply to this complaint previously After reviewing the account, we agree that at the time [redacted] moved there would have been a refund of about $ However, we do charge a termination fee to customers when they stop using our service which covers administrative fees The fee on this account would have been $100, therefore, we are going to issue a refund to [redacted] in the amount of $ We apologize to him for and confusion or misunderstanding It is not our intent to upset our customers Due to processing time, the check should be mailed out within the next two weeks 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: [redacted] I am rejecting this response because: just as before this company is lyingEven the store manager said that no attempts to reach me were made before the regulator was removed from the propertyAs stated before I have documents that show everything on the property was soldThis is an issue between Heller's and vanderbuilt mortgageAgain this matter will not be considered resolved until proper terms have been metTries to fix this were made before this complaint but we're met with the same rude tone as the response priorI would like to see a delivery receiptAs nothing was left at the house in November as per Jason J [redacted] his response was "no invoice was left because we thought it was empty" which also leads to the question of why would a house that has been winterized (as stated on the windows and doors prior to my purchasing) need propane of it were emptyAgain lies and more liesNo mailers were sent because "we didn't know who to send them to because the mortgage company didn't give your name" also as per Jason j [redacted] This was all said on the night the regulator was removedEver since them no documentation has been provided otherwiseNo proof of ownership was given just a bully answer of we say soI DO HAVE DOCUMENTS TO SHOW OWNERSHIPThey have not proven anything other than they will bully the small people with taking heat away Regards, [redacted] ***

[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: The response from Heller's First is just retaliation for the filing of the complaint with PA AGSecond Their paper work states, "it is customer's responsibility to notify gas supplier, gas supplier of changeSecond it states when account becomes days delinquentAs of this notice neither have occurred, in which would create they voided the contract as agreed on their partAlso they might want to call a code administrator, "gas" is natural gas and liquid petroleum gas Don't you think the code would say "natural gas"? I will have this confirmed through the AG, as they would have the code and know what is included in 'Gas"I am sure they will be concerned that Hellers does not obtain required permitsThink of it this way, it a code administrator signed off on the work, that would be an assurance of both partiesI guess they don't like others inspecting their work, as I stated before they have a gas line that is lying on the ground that they installed, which is not secured as requiredWE will wait until we have the mediation with the AG to conclude the business relationship as their is disputes, this way their is an agreement If the tanks are removed prior to the agreement, we will contact AG for them retaliating for the filingThey might want to come to a mutual agreement, because retaliation is easiest to prove and hardest to defend Regards, [redacted]

Our VP of Operations called [redacted] and left a message for him advising that we will be refunding the amount of the gas in the tank minus a termination fee We are sorry for any inconvenience this may have caused He can expect his refund check within two weeks We would like to thank [redacted] for his business and we hope that one day we can do business with him in the future

We have been in contact with [redacted] and have advised him we will fix his driveway as soon as the weather breaks & it's warm enough for the repair to be properly done We are sorry if we did not get in touch with him soon enough and apologize for any inconvenience this may have caused We appreciate his business & hope that he understands, this was not intentional, it was just at our most busy time and during poor weather conditions We promise to get it taken care of as soon as possible Thank you!!

We are certainly sorry for any misunderstanding or confusion, however, we would like to take this time to respond to [redacted] ***'s complaint We are confused by the fact that she states that we don't put customers on automatic fill until after one year of service, because in actuality customers are placed on automatic delivery unless they request not to be It is more efficient for our computer system and our business for us to schedule deliveries instead of depending on customers to watch their tanks The only way people are on a will call basis is if they request it There are no notes or memos in the account stating they wanted to be on will call After the delivery on 3/18/17, they were given months to pay the bill That would mean they would have received multiple statements as well as letters in the mail and phone calls from our collection department They responded to none of these We were forced to pull the regulator for non-payment of the invoice and after they paid it we reestablished service two days later (the regulator was pulled on 11/at 8:a.mand the regulator was reinstalled at 1:pm on 11/(after payment was received) At that time they requested to be put on will call which has now been done Again, we don't like unhappy customers, and when there is an open line of communication, we work with customers who need additional time to pay their bills When a customer works with us we do not shut them down In addition, Jason is the branch manager, but we have a collection department at our corporate office who would have been sending letters & making multiple phone calls to attempt to collect the debt and help the customer make comfortable payments over the course of several months if necessary We would ask that [redacted] remembers this for future deliveries as we are always willing to work with our customers

We are very sympathetic to our senior citizens, and we work with people to stay within their budgets offering payment plans and monthly payments to pay off balances as needed without late charges incurring If a customer stays true to their payment plan we will never let them run out of gas It is true, they may have requested gas two days prior to the storm but so did hundreds of other people (also senior citizens with health issues, people with disabilities, families with small children, etc.) When a storm is in the forecast everyone gets nervous and the first call is to their heat supplier if they feel they are low How do we decide who is more important? It is virtually impossible to do that We consider all our customers equally important and we must prioritize based on many factors Gas was delivered before they ran out, that’s our goal and we did accomplish that We do not have the manpower to dig out tanks, all we ask is that we are capable of locating the tank, that we can see where it is buried in the ground The dome needs to be visible for us to locate it We would hope that seniors have a family member close by or a neighbor that will do that for them and that they make arrangements the same way they might need to have their driveways or sidewalks cleared We are not unreasonable, we work with our customers as much as possible We don’t like having customers upset with us, but it is clear, we cannot keep everyone happy all the time

[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]

Hi [redacted] ! After we received the service address from the customer we were able to track down the information I just wanted to let you know (and if you can maybe let her know) we are issuing a check for the balance of the refund Here’s the calculation in case she has questions gallons of propane returned-gallons which were given to them free as a new customer gallons @ $per gallon (this is what they paid for the gas) = $ we previously sent a refund in the amount of $97.54, therefore the balance of the refund (check will be processed & mailed within two weeks) is $Sorry for the delay in the response, we simply had a tough time tracking down the information Thank you & if you have any questions, please feel free to contact meSue

[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. Thank you for following up! Regards, [redacted]