Heller's Gas

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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, mainly because we are no longer doing business with the company.
Regards,
*** ***

[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 reviewed this complaint and have contacted the customer Typically we do not refund for gas in tanks We use that gas to offset expenses to pick the tanks up Also, we do have a copy of the original work order (which is considered the contract) which is signed If you
would like a copy of this we can forward it to you, however, in an attempt to keep good customer relations, we have processed the paperwork and will be forwarding a refund check to the *** within the next two weeks If we can be of further assistance, please let me know Thank you!

First we would like to say we certainly don't like unhappy customers and we always do whatever we can that is reasonable to help out any of our customers when they have issues with our service. In this case, we did go out to fill the tank. The tank was empty, the driver followed the
proper procedure & put a small amount of gas into the tank, did a leak test, found no leak at that point and then proceeded to fill the tank. After the tank was full he heard a hissing noise and realized there was a leak. This leak was located underground at the point of the tank where the pipe and tank are connected. At that point, he turned off the tank, red-tagged it & advised the homeowner of the problem. As the customer stated, we did need a special tool to attempt to fix the leak (tighten the pipe). He told us to do it & advised that he had a home warranty that would cover the repair cost of the tank. We sent a crew to a different branch to pick up the tool, the crew went back to the house, tried to fix it, but tightening did not work. We then advised the homeowner that it would require more extensive repair work, the tank would need to be pumped out, tank would need to be excavated, etcand we would need to charge him for the repair. He then decided not to have us do the work. We advised him that because it was leaking and he didn't want us to do the work, it is our responsibility to notify the fire department of the situation. He can hire whomever he wants to do the repair work, but if we know of an unsafe situation that could result in a fire or explosion we must advise the authorities. We did charge him for two service calls, and we have decided we will refund him for one of them, he should receive a check in the mail within the next three weeks. As for the statement that we were not authorized to run the credit card, according to the information we have, we were given permission by someone to run it as it was printed on the ticket that it was okay to charge card. If we can be of further service, please contact us

According our records, we contacted the mortgage company with the intent to collect for propane delivered to the address in November *** from the mortgage company advised the house was sold in September and advised us that we needed to collect from Mr *** When we
made the delivery in November it was in good faith that someone would pay for the propane Yes, the mortgage company was our original customer, however, as a homeowner it is Mr***'s responsibility to advise he is the new owner Whenever anyone buys a property it is the responsibility to contact all utilities and suppliers of the change of ownership When the delivery was made in November he would have received a copy of the delivery ticket, at that time he should have notified us Instead, he did not, he used the gas and ignored the fact that we provided a service to him A letter was sent to the address asking for information Still, no reply from Mr*** It was then that we were forced to go out to the property and pull the regulator and terminate service until the unpaid balance was taken care of All of this would have been avoided if he had not ignored our attempts to contact him As for Mr*** purchasing the house with everything on the property, the propane tanks were not the mortgage company's to sell They are the property of Heller's Gas We do not sell them to customers and our technician (when he went out to install the regulator and restart the propane service) showed Mr*** the stamp in the collar of the tank that clearly reads "Property of Hellers Gas." He also showed him where someone had peeled our decals off the tanks The tanks belong to Heller's and Heller's is certainly not paying him for them We consider this matter closed

We have attempted to contact *** ***, however we have not been able to reach him by phone We understand his concerns and we would like to explain the situation He had one tank (420# tank which holds gallons of gas) The $per gallon he is referring to is not a per
gallon charge, it is a minimum delivery charge We are required by insurance regulations to visit every customer at least once a year to inspect the installation and make sure everything is as it should be As part of that visit, we top off the tank If a customer uses one tank full of gas per year (in this case gallons) we do not charge the minimum delivery charge If they do not use one tank of gas over the course of the year we must be able to cover our expenses and we charge a minimum annual fee based on the size of the tank He did not pay that charge and opted for us to pick up the tank Typically when a customer stops using our service, we also do not send refunds, the gas in the tank is used to cover the expenses incurred in the termination However, after much consideration, we have decided we will send him a refund This refund will be calculated based on the percentage of gas in the tank The amount will be calculated based on the price he paid for the gas previously, minus a termination fee The refund will be processed and mailed to him within two weeks Thank you & have a nice day!!

First we would like to take this time to say we are sorry this response is late, however, we have attempted to contact *** *** three times We have left messages and she has not returned our calls The reason we are attempting to call her is to work with her on the balance due
We are willing to reduce the amount she owes us be removing some of the charges, however, we need to discuss this with her so she knows exactly what we can do for her We would ask if she could please call Chris B*** at our corporate office, ###-###-#### at extension *** and he will be happy to help her with this matter Thank you & have a great day!

We have researched our records and we cannot find this person in our computer system We have looked for refunds issued and previous accounts and we cannot find the name or address in the customer information area of the complaint nor can we find any refunds issued to *** ** *** Is
it possible this refund check was issued to a different person? Please submit additional information so that we can research this further and determine what action needs to be taken Thank you & sorry we can't help at this moment After we receive additional information (the Heller's account number would be the most helpful information to us) we will be happy to see what we can do to resolve this situation Thank you!

We have been in contact with *** *** and we believe we have resolved his concern If you need any additional information, please feel free to 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: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 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

We have been in contact with *** *** and according to our VP of Customer Relations this matter has been resolved. We would like to thank *** *** for his business and we look forward to a lasting relationship with him. Thank you & have a great day!

[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 as Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

We have been in contact with this customer & the complaint has been resolved. Thank you!!

We have contacted *** *** and we believe this has been resolved. The cap that she spoke of is simply a dust cap, it does not in any way provide leak protection. We are going to have one of our employees stop at the residence and check to be sure there are no leaks, but we believe the
tank is safe and all of the gas is there and did not leak out. If you have any questions feel free to contact us, but we do believe after the conversation with *** *** everything has been resolved. Thank you

Again, we are very sorry to have an unhappy customer, we do everything in our power to keep all of our customers happy and worry free. Automatically delivery is one of the ways we put customers' minds at ease. We do not notify every customer every time we deliver, we have several locations each with thousands of customers. It is just not something that is feasibly possible. And, again, most of our policies are printed on the back page of our delivery tickets and our work orders. As for a refund for the gas that was in the tank, we do not issue refunds on returned gas. We do not charge fees to pick up the equipment, we do not charge leases on our equipment while it is at a customer location, therefore, when a customers ceases using us as their supplier (whether it is their choice or ours), the gas is used to offset the costs. In fact, many times we charge a termination fee ($150) and in this case we did not. We would love for all of our customers to be happy, but unfortunately, there will always be those we cannot satisfy. Feel free to contact us if you have further questions

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

We apologize this complaint was not addressed early, however, due to an issue with our email system we never received the complaint. I am hopeful that our IT people will be able to correct this issue so we no longer have this problem.We would like to respond to *** *** (***) by
first saying we are sorry for any inconvenience this may have caused. We have gone into the account, we have cleared it and have contacted our collections department advising them to stop any collection procedures that had been started. Again, we are sorry for this situation and hope they accept our sincere apologies. If you have any further questions, please feel free to contact me. Thank you!!Susan ** P***Manager - Propane Purchasing & TransportationHeller's Gas, Inc.Hellers Gas MarylandGardner Gas Hauling IncNPoplar St.Berwick, PA

[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 as Answered]
Complaint: ***
I am rejecting this response because:This is an ongoing problem with this business We order gas as we need it because we are on a fixed budget! We order the propane when we can pay for it in full with no late charges added to the bill that has occurred in the past No we are not on your priority list, but being and respectively in our ages and dealing with health issues, you could have accommodated our request since we made it days before the storm We had to stay with my daughter in NJ because once again we could not take the chance of having our respiratory disparities become exacerbated with minimal heat We now have 10% propane and we have to order more but I can honestly state that you do not excel in customer service satisfaction We have dealt on the corporate level of Hellers in the past am not pleased that this is my property, which I pay taxes on and you own the propane tank I should have the right to choose another Propane dealer and stop this monopoly of dealing with a company that rules the lives of their customers By the way, Heller is fully aware that there is a subterranean on my property that why we called before the expected storm! When we sell our house, we will make sure to tell the prospective owners of the inadequate service that we have received from this company!
Regards,
*** & *** ***

[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 as Answered]
Complaint: ***
I am rejecting this response because:Now I don’t want anything from them also I figured they are not going to understand what I was sayingI don’t care about that but I must say they are not good in business, they don’t explain their ( each and every) policy to their customers before they sign upLooks like they follow their own business rules not common, because I also run a business.
Regards,
*** ***