Heller's Gas

We certainly apologize if **and *** *** were treated disrespectfully, we try our best to be understanding & treat each customer with courtesy. Heller's is a company with several branches and many divisions and each division runs independently, therefore our VP, Chris, would
not necessarily know what our Manger who is in charge of our installations & pick ups is doing. David would be keeping his own schedule and managing his crew just as other managers are keeping track of their crews. To address the difference in the price quoted and the total amount of the invoice, they were quoted the price (and it would have been an estimate, not a definite amount) on October 23rd. The tank was not filled until November 3rd, which could account for the difference, as they easily could have used additional gas. The tank was at 50% and a delivery was not needed on October 23rd and we would not just send someone out when it is unnecessary & we could fill the tank when we were in the area. In the mean time, the *** requested a second tank be added to the installation. Based on the previous customer's usage, it was not needed and we asked that he allow us to monitor the tank, but he advised that they would be using more gas and to keep the customer happy we agreed to add another tank. Before we got there to install the tank, they called us and advised they were offered free gas by one of our competitors and an introductory price and decided they would switch companies. We will pick up our equipment as soon as we can, a work order has been issued and we'll get there, however, with this record cold weather, picking up equipment is secondary and getting our current customers gas so they stay warm is primary. We will not issue a refund. If there is any gas left in the tank it will be used to offset the labor and termination expenses incurred. If you have further questions, please contact us

From: Date: Fri, Mar 24, at 9:AMSubject: Complaint # ***.To: [email protected] complaint against Heller’s Gas Co, Complaint #*** was satisfiedHeller’s Gas did exactly what we requested they doThank you so much for your attention this
matter. Sincerely, *** and *** ***

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*** ** of Heller Gas just saw my post about them on *** and called me and agreed to remove the chargeplease close this complaint.***
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We will not pick up our tanks until she wants them picked up or the account goes 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 responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: it was indicated in my issue to forward on the servicing address infowhich is *** ** *** *** Newport, PA ***
Regards,
*** ***

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 *** *** 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

[redacted].com4:50 AM (5 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

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.

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.

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 300 gallons of gas were...

returned, the tank he originally had was only a 100 gallon tank (420# cylinder), it was replaced with a 100# cylinder.  There were 90 gallons of gas in the tank when it was picked up, minus the gas in the smaller tank it was replaced with (27 gallons), leaving a balance of 63 gallons.  The refund is based on the 63 gallons at the price he paid ($2.19 per gallon), for a total credit of $137.97.  If he has questions, please feel free to contact Brent H[redacted], 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!

[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 as before this company is lying. Even the store manager said that no attempts to reach me were made before the regulator was removed from the property. As stated before I have documents that show everything on the property was sold. This is an issue between Heller's and vanderbuilt mortgage. Again this matter will not be considered resolved until proper terms have been met. Tries to fix this were made before this complaint but we're met with the same rude tone as the response  prior. I would like to see a delivery receipt. As 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 empty. Again lies and more lies. No 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 removed. Ever since them no  documentation has been provided otherwise. No proof of ownership was given just a bully answer of we say so. I DO HAVE DOCUMENTS TO SHOW OWNERSHIP. They have not proven anything other than they will bully the small people with taking heat away. 
Regards,
[redacted]

[I HAVE BEEN OUT OF TOWN AND PHONE WAS NOT WORKING. WILL 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]

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.

[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]
I was contacted by the district supervisor ands he was very courteous ands resolved all the issues that I had expressed a concern about in the complaint

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.

[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] [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 contacted the customer and have resolved this situation.  We believe the customer is happy with the resolution.  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 [redacted], and find that this resolution is satisfactory to me.  Thank you for following up! 
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]