Complaints

This profile includes complaints for Heller's Gas Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Heller's Gas Inc has 11 locations, listed below.

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  Heller's Gas Inc

  500 N Poplar St Berwick, PA 18603-1526

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  Heller's Gas Inc

  2312 State Route 118 Hunlock Creek, PA 18621-5019

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  Heller's Gas Inc

  PO Box 303 Sweet Valley, PA 18656-0303

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  Heller's Gas Inc

  16827 National Pike Hagerstown, MD 21740-2162

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  Heller's Gas Inc

  447 E Industrial Dr Mifflintown, PA 17059-8294

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/23/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an open account with hellers gas. My budget is set on an on-call basis. A delivery driver came to my house on 12/21/2022 to make a delivery. I approached the driver and asked him why he was at my home when the account was set as on-call; he said he was there because they received a reading that the monitoring device was stuck. He looked at the gauge in the tank and noticed it was full. He returned to his truck, didn't do anything else, and left. On 12/22/2022, the very next day, I received an invoice for $234.95. When I called the company and questioned the invoice, I was told it was for gas I did not use. I requested to speak with a supervisor, and after being on hold and waiting for a supervisor or manager to answer the call, the same representative returned and told me that the invoice was correct. T this time, I would like to file a complaint against Heller's gas

  Business Response

  Date: 01/19/2023

  We understand that ******************** is not happy with the fact that he was charged a minimum delivery fee for his propane, however, it is a policy that we have had for many years.
  
  After reviewing the account, we have found that numerous times he was told of the minimum delivery charge, and it is printed on the backside of every piece of paper he has ever received from us. It is also available on our website. He has not gone through any gas for more than 2 years and our insurance requires that we visit every home once a year to make sure everything is operating properly and safely. The first year we went, and no gas was used we advised of the minimum delivery for the following year. The following year came, he used no gas and we billed the minimum delivery. He has asked that we pick up our equipment and we have made a service order to do that as soon as possible. However, we will not be issuing a refund as this amount will go towards the termination fee and labor to pick up the equipment which is also on all paperwork provided.
  
  We are sorry he is unhappy, it is not our goal to have unhappy customers, but we have done our part in advising him of our policies and we cant have our equipment sitting at a place where no propane is being used, as the sale of propane is the way we stay in business. If you have any questions, please feel free to contact our Corporate Office.

  Customer Answer

  Date: 01/20/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I received your response to my complaint #********, and I would like to make some corrections to your claims. First off, if you check your records correctly, you will see that on 4/13/2021- your driver came to my house and filled both of the tanks I had on my property. The fact of the matter is that each tank had 40% of gas, which goes against your claim of me not using it.
  I called your company and made a complaint, because I had not authorized a delivery. In our discussion we had an agreement to have one of the tanks removed, and a credit was to be applied to my account for the remaining gas left in the tank. I have emails to back up my claims.
  Now, you are billing me for gas that was not used, but ignoring the fact that I prepaid for gas that I was told I would receive a credit for.
  
  I made a call to your company on December 22nd when I received a bill from you. I requested to have my account canceled and to have the equipment removed from my property. I asked to speak with a supervisor in an attempt to resolve this issue in the friendliest of ways, but my attempt was in vain since no one wanted to speak with me or be bothered with the issue.
  
  On January 19, 2023, almost 30 days after my initial request to have your equipment removed from my property and cancel my account, someone FINALLY came and retrieved the equipment. I am in disbelief that it took your company that long to respond, and retrieve the equipment. Moving forward, I will contest this bill and your claims. I would like to see a refund for the prepaid gas, and I would like to have that unfair bill zeroed out.
  
  Regards,
  
  *****************************
  

  Business Response

  Date: 01/24/2023

  We are in receipt of the rejection to our response and here is what we can offer.  It's true, he did get gas in April 2021, however he did not take the minimum amount required and that is when the decision was  made to pick up one of the tanks.  At that time we did issue credit on the account.  However, that was more than a year an a half ago.  It's also true that he was on a "will call" basis, however, even the "will call" customers are required for an annual inspection/fill of our equipment.  As we stated before, no matter what agreement Mr. Villalta had with our customer service team, our insurance requires this annual inspection and when it is done customers are charged for the minimum usage fee which is clearly printed on all of our documents as well as being available on our website.  We did pick up the equipment this week, and we apologize it took longer than he expected but our service team schedules jobs on a priority basis and picking up a tank is not as high a priority as other jobs that need to be done.   Since that day, we cleared the account, he owes nothing.  The gas in the tank, based on the price he actually paid for it amounts to around $150.  Our termination fee, again clearly printed on our documents, is $150.  That gas will go to offset the termination fee.  We don't like people to be unhappy, and we are sorry that this was not completely resolved the way he would have liked, but we  have policies and we stand by them, we will not be sending a refund.

• Initial Complaint

  Date:10/18/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in the process of selling my house. I ordered 500 gallons of propane. It was delivered. Hellers then returned within 2 weeks and filled both 1,000 gallon tanks. I did not order it. They just delivered the propane. So, instead of paying for 500 gallons, I was the nice guy and paid for over 1,300 gallons. This happened in August 2022. In early September, my house sold. So, 500 gallons would have been plenty. After 4 phone calls and being told they would make it right, they told me today, 10/18/22 that they would not reimburse me for the nearly 1,000 gallons of propane. This is terrible business. In essence, Hellers stole over $2,000 from me. Shame on you!!

  Business Response

  Date: 11/14/2022

  To whom it may concern: 

  **. and ******************* became customers of Heller's Gas in January 2022 and had a customer owned propane tank at their property. We received notification in late August 2022 that the property was being sold. The last fill had been completed in July 2022 totaling 1,349.5gal of propane which was paid for in August 2022.

  When ****************** informed us on 8/30/22 that he was moving out of state, we explained to him that because the fill was to a customer owned tank, he should speak with his real estate agent about putting language in the sales contract regarding if the gas will be excluded from the sale of the property as he was looking for a refund. On 10/4/22 we spoke with the customer's real estate agent (****) advising her that we would need documentation of the gas being excluded from the sale in order to issue a refund to ******************. To date, we have received no documentation showing the gas was excluded from the sale to be able to refund *******************

  We encourage ****************** to reach out to us to discuss this matter further and provide the requested documentation if he would still like to pursue a refund.

  Respectfully,

  Heller's Gas Management

  Customer Answer

  Date: 11/15/2022

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

  The fact still remains that I have been a huge customer of Heller gas for at least 10 years. 
  I owned other properties which Hellers gas serviced. 
  One of the main points that is being missed here is the fact that when I called Hellers gas to have propane added to the tanks, I specifically told them to add ONLY 500 gallons off propane. 
  Hellers delivered the propane and then returned to top off the tanks. WHY??

  I was very specific in my instructions when I spoke to Hellers. I explained that the house was being sold and I did not want the tanks filled. The person I spoke with agreed. 
  I never told them to fill the tanks. Hellers filled the tanks, going against my specific instructions. 
  Hellers is lying about this whole matter. 
  I've given Hellers thousands upon thousands of dollar for service on several properties I owned. 
  Please press them to do the right thing. Hellers screwed up. Now take responsibility and do what is right!
  Regards,
  
  ***************************