Heller's Gas & Custom Made Fireplaces

We will not pick up our tanks until she wants them picked up or the account goes 90 days delinquent.  Other than that, we will wait to hear from the Attorney General's office.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: just because it is their policy doesn't make it right or necessarily legal. When I told them that I was switching companies I asked if I would be refunded the price I paid per gallon and was told yes. If they said no at that time I would have used the propane. I Think their policy needs to changeRegards,
[redacted]

The customer has requested in writing that the account has been taken out of his name, please consider this response confirmation that the account is no longer in his name.  We are sorry for any inconvenience this may have caused, we do not like unhappy customers.  We have also removed all...

fees and/or late charges from the account and it is now carrying a zero balance in the name of a different customer.  Again, we are sorry for any inconvenience or hardship this may have caused.  Please feel free to contact us with any questions.

[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 fee. Given the previous evasive behavior, this makes me suspicious that this fee is not actually standard. I am very grateful for the help from the Revdex.com in resolving this matter.
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. 
Regards,
[redacted]

The owner of the company received e-mail and pictures within a week of this property damage occurring. Since we are resolving this I won't copy and paste the e-mail. This could have been resolved without a formal Revdex.com complaint. My initial request was for $300.00 for a load of stone to repair the damage. Unfortunately, it took a formal Revdex.com complaint and the threat of litigation for this company to resolve this very clear issue. My next step was an estimate from a construction company which I could legally triple at the magisterial level. In the future, please do the right thing in the community in which you are doing business.
Thank You 
$300.00 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]

[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]

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.

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.

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.

February 11, 2014
Dear **. [redacted]:
We are in receipt of your letter and customer complaint dated February 4,2014. 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 gas. The 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 tanks. Unfortunately, this year has been a year unlike any others. The propane industry has been experiencing a propane shortage nationwide. Supply inventories have been depleted and it is our responsibility to keep our current customers supplied with gas. Between 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 deliveries. It 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,

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.

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 $250.  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 $150.  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.

July 18, 2014
Dear [redacted],
We are in receipt of your letter dated July 15, 2014 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 us.
Sincerely,
Brent H. 
Operations Manager

January 2, 2015
Dear [redacted]:I am in receipt of your letter and complaint dated December 23, 2014 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...

[redacted] for the gas that was returned. The paperwork has been forwarded to the people within our company who calculate the refund and issue the refund check. Please allow about two weeks for the check to be issued and mailed out. We 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, Inc. Corporate Office.Sincerely,Brent H

This company is horrible, they rip customers off every chance they get. I wish the park manager would have told me to stay away from them like she told my neighbor. They over charged me for 4 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 57 gallons then they delivered after I caught them cheating me and told them I was done with them. The last bill was for $158.00 they said they only got 24 gallons back which is a lie because I only use 5.4 gallons every 2.5 months and when they fill the tank on 8/4 I had 23 gallons in it that I already paid for ... and I got taken to court for $310 plus court costs so I have to pay them 400 bucks for $95.00 of gas they claim I used
Stay away from Heller's gas they are s[redacted] b** crooks!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
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 correct. After we contacted them in regards to the ownership of those tanks they were not certain of the details. So 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 stamping. I'm apauled that this company would do such a deed as removing tanks from a property in the middle of the winter. When 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 2 days later that the technician came and just removed them from the property. We feel adamant that Heller's is in the wrong here and are sticking with them owing us a refund.Regards,
[redacted]

We are a fairly new customer with Hellers Gas and our experience has been a nightmare. We called in October for them to come out and service our gas fireplace. Our pilot light would not stay lit so they sent a sub contractor to come out and check it out. He told us we needed a part and it would have to be ordered they would get back to us. Charge was about $100 dollars. We paid then waited weeks and called to see where things stood. Part was missed on the shipment so would be another week. Called after a week and was told the part was at the corporate office. Finally they call to say the part was in and then send a service man out to install the part. Service man comes out installs the part charged us $333.00 that we paid. Ten minutes after the technician leaves the pilot light goes out again. I call Hellers back and they refer me back to the number for the sub contractor which would have been another charge. I called the number for customer service back and by this time I have had it with Hellers Gas. I told the service rep I stopped payment on the check for the service call and I wanted to speak to a supervisor. She told me there would be a $50 charge for the stop payment on the check. I don't believe these people. Finally they send a service man out and he finally gets the fireplace working after about an hour. I 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 bucks. I told him to send the bill and that I was not paying the extra. Get the bill my husband takes another check out to them. Today a Hellers truck pulls up out front and says he is here to pick up a $500.00 check or they were disconnecting the gas tank. I told them to pull it out. This is the worst company I have ever had to deal with. They are arrogant rude and I should have read all these reviews before getting hooked up with them. I would not recommend this company to my worst enemy.

We are in receipt of your complaint.  We are sorry this customer is so unhappy, however, we tried several times (I believe 8 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 2 weeks.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 AG. Second Their paper work states, "it is customer's responsibility to notify gas supplier, gas supplier of change. Second it states when account becomes 90 days delinquent. As of this notice neither have occurred, in which would create they voided the contract as agreed on their part. Also 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 permits. Think of it this way, it a code administrator signed off on the work, that would be an assurance of both parties. I 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 required. WE 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 filing. They might want to come to a mutual  agreement, because retaliation is easiest to prove and hardest to defend.
Regards,
[redacted]