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

  500 N Poplar St Berwick, PA 18603-1526

• 

  Heller's Gas Inc

  200 Ziegler Rd Lewisburg, PA 17837-6321

• 

  Heller's Gas Inc

  459 Ridge St Bloomsburg, PA 17815-3371

• 

  Heller's Gas Inc

  2437 State Route 72 Jonestown, PA 17038-7909

• 

  Heller's Gas Inc

  2312 State Route 118 Hunlock Creek, PA 18621-5019

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:06/11/2025

  Type:Service or Repair 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.

  For background - I have 2 personally owned propane tanks: 1 500 gallon tank that previously had Heller's gas monitor on it and 1 1000 gallon tank that had Community propane meter on it (was a better rate for pre-buy at the time).On or about January 4, 2024 my private owned propane tank (1000 gal) with Community Propane meter on it was filled by Heller's gas. They came out to check on the 500 gallon tank and took it upon themselves to change the meter to their system and fill the tank. I did not call and ask for propane and I did not need propane. I called immediately when I noted this and asked them to come back out and pump out the propane because I did not need it nor want it. The manager on January 5 reported they would be coming to remove the monitor on the 500 gallon tank as well as 1000 gallon tank monitor to be removed from their system ( was not their monitor). I agreed. She took away the service charges and fees, still leaving me responsible for a service I did not request. I have called several times in the interim reporting I was not going to be paying this and wanted a better resolution.Finally, on 6/3 seeking additional resolution, I called back and was put in contact with **** Gardner who admitted fault in the matter and reported they would now be willing to pump out the propane (1.5 years later). Being that I was told this was not safe for this time I declined. He sent me a bill for $200.I am not paying for a service I did not request or was at fault to. As I have given other analogies in business practice, you would not except someone to pay me for cutting their grass when they didn't ask me to do so; nor would you expect to pay for an extra sandwich I didn't order through a drive-thru. A contractor wouldn't expect a customer to pay for the wrong tile that he ****************** needs to own up for their mistake, which was admitted to, and not expect the customer to pay for something not ordered.

  Business Response

  Date: 06/12/2025

  Good afternoon.

  This is a very simplified version of the story, missing a lot of key details that make a difference. The ******** started service with Heller's Gas in 2018 when they just had their underground 500-gallon tank. They elected to have one of Heller's remote tank monitors installed in 2022. With the agreement of a monitored system, this entails that the company who's supplies the tank monitor will be the only supplier of gas to that tank. There were no issues between 2018 through the end of 2023. With our tank monitoring system, we also have a variance department that works hand in hand with OTODATA, the tank monitor company. That department gets notifications when there are big spikes in gas usage or complete stoppage of usage, for emergency purposes. 
  
  January of 2024: The ******** had an additional underground 1000-gallon tank installed and tied into their existing tank. They decided that the 1000-gallon was going to be the primary tank and turned the 500-gallon tank off, therefor gas usage stopped on that tank. Our variance department got their notification that the monitored tank with Heller's Gas (500) had flatlined (stopped using gas). Heller's then sent a delivery driver out on 1/4/2024 to check on what was happening to make sure our customer did not have an issue leading to an incident. No call was made to the ******** that we were coming out. Upon arrival, our driver found the addition of the new underground 1000-gallon tank. Our driver took it upon himself to top off the new 1000-gallon tank, adding an addition 112 gallons of gas. 
  
  ***** did call into our customer care center 1/5/2024 and at that time let us know that she had a new company and was going to be using them going forward due to a large prebuy deal. She requested for us to pump out the gas we had just filled the day before so the issue could be resolved and balance cleared. Our care *** who she spoke to at the time told her that we would not pump out the gas as it was a "dangerous" practice. We offered a reduced price per gallon and extended billing to take care of the 112 gallons that were filled and apologized for the situation, this was denied. We could not come to an agreement and we removed our tank monitor from their 500-gallon tank, parting ways. 
  
  Heller's then reached out to ***** on 5/7/2024 to see if we could work something out again about the above issue. On that ***, ***** told us she did her $4,000 prebuy with the other company and could not afford to pay anything else but would not pay us anything anyways as this was our mistake.
  
  6/4/2025 was the next time we heard from ***** as she got another statement for the gas balance. A whole year had passed and there was no communication from either party within that period of time. In total there were three conversations with ***** since 1/4/2024. 
  
  6/5/2025 was when I (****) spoke with ***** and had a nice conversation recapping everything that happened. I apologized for the past and that it has taken this long for someone from Heller's to handle this for her as I (****) was not alerted of this situation in 2024 but we came to an agreement on paying $200 for gas that was used upon her decision. Calls are recorded here and ***** brought up paying off the balance and being done with this on her own, so I reduced the overall balance on the account from $478.53 down to an even $200 ($1.79 for 112 gallons) to make things fair to which she agreed and said she will get the check sent out in the mail the next day. I sent ***** and email confirming this info per her request. 
  
  Conclusion:
  1. The events leading to this situation can be looked at as miscommunication from both parties. Heller's Gas could have called the ******** to see why the usage on their 500-gallon stopped. The ******** could have called Heller's Gas to let them know they will no longer be using that tank. 
  2. As far as the "business analogies", Heller's Gas had a working relationship with the ******** that had no issues prior. We had our equipment on their property and an account established with them. For them to say we had "no reason" to ever come to their house is quite subjective here. This is not like we showed up to a random house that we didn't know and just put gas in a tank. We had an honest reason for being there and an honest mistake was made.
  3. As for the gas that was delivered by mistake, the gas was still used. When a business provides a service and/or product, the consumer is responsible for the bill or charges. We understand the gas was not ordered, but it was still consumed and we had a chance to get our product back but:
  4. Heller's offered on 6/5/2025 to pump out the 112 gallons of gas that was delivered to make all things equal between parties. I apologized to ***** that she was told pumping down propane tanks was dangerous as it is not. I can't say what previous management's reasoning was for directing a *** to say this or if the *** went rouge, but it was wrong information. So, I offered to do exactly what ***** wanted in the first place. ***** denied this and said she doesn't want to take the risk in damaging her tanks. This was the opportunity to make things right on both sides as I'm sure if a contractor installed the wrong tile, he would have been given the chance to make it right. 
  5. After the denial of the pump down, this is when ***** stated on her own that she will settle this payment by check and be done with this. The bill was sent per her request. This was not done out of the blue or in an unfair manner. Again, all calls are recorded. 

  
  

  Customer Answer

  Date: 06/12/2025

  [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: 23454144
  
  I am rejecting this response because:

  Unfortunately I was on limited characters to further explain - but thank you for clarifying. Since the calls are recorded, I did mention that we had plans (and have used) the 500 gallon tank that your monitor was previously on as a back up source as well as for our camper - never was the intention "not to use the tank" - nor was this ever stated. 

  Never did I say you didn't have reason to to come to the property? When realizing that the tank was full and there was a second tank, was never indication or approval for a fill. Filling the 1000 gallon tank had nothing to do with "checking on the stuck gauge on the 500 gallon tank".  Realizing the monitor wasn't on the system should have been the first indication of that. I do believe that is the benefit of owning your own tank? 

  The gas was used because unfortunately, I could not have pumped it out and return it to the store myself. Seeing the response of an error on the business's part with delivering fuel, I certainly wouldn't expect any further after or taking of responsibility of my tank that I am responsible for, should damage occur.  

  I stated I would pay the remainder balance of the un-ordered service while I was at work and prior to talking to my husband because - let's not forget I was the one that contacted again about having the bill removed from my account 1.5 years later. 

  
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 06/23/2025

  If we were allowed to do the pump down and Heller's Gas damaged the customer owned tank, that cost and repairs would be covered in full by Heller's Gas which has already been stated. Heller's Gas will not argue on this back and forth anymore as everything has been stated, explained and talked about in full detail twice now. Over the phone and now on the BBB site. The offer still stands to pump out the 112 gallons of gas or the alternative of reducing the overall account balance of $478.53 down to $200.00 as a settlement. If no agreement can be made, this account with be moved to our magistrative team and from there, it'll be out of my hands if they decide to pursue. If it goes to magistrate, it will be for the total account balance of $478.53

• Initial Complaint

  Date:04/18/2025

  Type:Service or Repair 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.

  On Thursday, April 10 2025, a technician from Heller's Gas arrived at my residence to refill the propane tank. I have a 7 foot privacy fence on my property. The tank is behind the fence. The fence was closed and secured by a plastic zip tie. While not a padlock, the zip tie was enough to secure the fence door from an intruder. The technician forced his way through my fence door to cut the zip tie, damaging the latch to secure the door, warping the door so it no longer closes correctly and damaged 2 surround posts that secure the paneling. The posts were not set by concrete. They were set by hydraulic press for ultimate security. For the technician to unseat the posts from the ground he had to damage the foundation, which would indicate excessive force was used. I called **** Gardner, a claims manger to report the damage. He told me he would call back after he investigated. He never returned my call. When i finally reached him the following week he told me Hellers would replace the latch, but would not be responsible for the total damage because he did not believe the technician had a reason to cause the level of damage inflicted to my fence. My fence was installed by a reputable company, and is not even a year old. Adding insult to injury, they sent me an invoice to cover the refill. Hellers Gas should be ashamed to have "managers" like **** Gardner representing their company. I demand reimbursement of the total cost of repair. I filed a police report and will be elevating my claim with legal action if Heller's does not make this right. Pictures attached. I also have video of the turf damage.

  Business Response

  Date: 04/21/2025

  Good Morning,

  To start, this event did not take place with a "technician", this was a situation with a Heller's Gas "delivery driver". We originally attempted to deliver to ******** home on 4/8/2025 and could not do so due to a locked gate. The same driver was sent back on 4/10/2025. After the delivery was made, ****** called in stating our driver must have used extreme physical force and ran straight through his fence or shook it violently. On 4/10/2025, I spoke with ****** and let him know if a gate is locked, it is NOT company policy for a driver to use physical force or break anything to gain access to a customers property. At this time ****** told me that no human hand could fit through the slot between the openings of his fence to "cut" the zip tie. ****** said he found the zip tie snapped on the ground when he got home. ****** also claims that we left black "fingerprints" all over his white fence to which I responded that the black marks were from our black rubber delivery hose touching the fence and we can clean those off with no issue as this is a very common occurrence. The marks were about 1-2ft off the ground which confirms this was from a hose and not a drivers hand nor will you see "fingerprints" anywhere. ****** also sent us a video of one of this fence posts, to the right of his door opening that was wobbly. During this call, I relayed to ****** that I have a procedure I need to follow when these things happen which includes filing an incident report and getting our delivery drivers side of the story to get both viewpoints here. I agreed with ****** on this first call that IF our driver used excessive force here and bull rushed his door as he claims, I would handle all this for him. 

  4/11/2025: ****** called to let us know he filed a police report.

  Call on 4/14/25: ****** called in again and was unhappy with the callback time frame. At this point, ****** had called in 4 times to get a result on this incident, unfortunately things don't work that quickly when it comes to getting a hold of the driver, getting the facts in, filing the incident report and having our incident report team review everything and make a decision. I did let ****** know that I did get to speak to our driver and our driver did admit that he pushed on the locked latch harder than normal and the zip tie snapped. Our driver denied the claims of lowering his shoulder and running through the door or violently shaking the door. I gave ****** our offer that even though there will be absolutely zero proof that the scratches on this black latch were caused by us, that we would replaced the scratched latch and come clean the black marks off of his fence. We would not  be responsible for an entire new fence installation or multiple fence post repairs. This was unsatisfactory to him to which he said he would be taking legal action, brought up the police report (which we still have not received a call about to date) and he will not accept anything else other than a full repair. I did follow this up by asking why the fence was zip tied in the first place? Maybe the fence didn't close right before we ever touched it since we have been delivering gas here since 2022 with no locked fences or zip ties used in the past. ****** said the fence was locked for his "personal preference". ****** brought up the black "fingerprints" again and I corrected him that the marks are from the delivery hose to which he called me a liar and said that I admitted on the first call on 4/10 that the marks were from a hand. I pulled the call from 4/10, confirmed I said from the start they were from our delivery hose. I have both conversations with ****** and myself saved if needed. ****** did say at the end of the call he does like Heller's Gas and our services but this situation is not being handled properly. I apologized that he felt that way and said my offer still stands to clean the fence and buy him a new latch. ****** said his neighbors will have a video of us breaking into the fence to which I said that's perfect, then we can see exactly what happened. He did not say he would get this video evidence. 

  As for Heller's, if there is video evidence that our delivery driver used excessive force and broke ******* door, we will have to accept full responsibly. Until that time, there is no usable evidence that the wobbling posts had anything to do with us, or the scratches on the fence latch. Offer will still stand to replace black fence latch and clean fence. Images of scratched latch and black marks on door are attached

  Customer Answer

  Date: 04/30/2025

  [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: 23221426
  
  

  I am writing in response to the communication submitted by Mr. **** ********************** on behalf of Hellers Gas concerning my original complaint filed. I wish to reaffirm the facts as presented in my initial submission. My account remains unchanged, and I stand by the assertions and evidence previously provided.
  To date, neither Mr. ********************** nor Hellers Gas has offered any substantiating evidence to refute my claim that their technician caused damage to my property while attempting to forcibly access my fenced yard to perform a service. In contrast, I have submitted compelling documentation, including:

  Photographs showing dirt and handprints on the fence exterior;
  Evidence of damage to the fences locking clasp;
  Video footage demonstrating movement of the fence posts due to foundation impact.

  
  Investigation: I respectfully request that Hellers Gas disclose the methodology and findings of its internal investigation into this matter. A mere recounting of the technicians version of eventswho clearly has a vested interest in minimizing the issueis insufficient and fails to meet even a basic standard of due diligence. An adequate investigation would reasonably include, but not be limited to, the following inquiries:
  Did the technician attempt to ring the doorbell or otherwise confirm the presence of occupants before attempting to access the locked area?
  Why was no incident report filed noting the need to breach a locking mechanism?
  Did the technician adhere to all internal policies regarding entry into secured or locked properties?
  Did Hellers Gas review or obtain the police report documenting the incident, including any assessments or witness statements?
  

  Unauthorized Entry and Policy Violation:  Mr. **********************s response contains a direct contradiction. He acknowledges that it is not company policy for a technician to forcibly enter a locked area,stating: If a gate is locked, it is NOT company policy for a driver to use physical force or break anything to gain access. Yet, in the same communication, he concedes that the technician admitted to applying excessive force, resulting in the breaking of a zip tie securing the gate: Our driver admitted that he pushed on the locked latch harder than normal and the zip tie snapped.
  At the moment the technician encountered the locked gate, he was neither authorized by policy nor by law to enter. Under Pennsylvania Criminal Code Title 18, Chapter 35, Section 3503(a)(1)(ii), a person commits criminal trespass when they knowingly break into any secured portion of a property. The statute defines breaking into to include unauthorized opening of locks. Given this legal standard, the technicians actions constitute a potential violation,as the existence of a locking mechanism clearly indicated the property was not open for uninvited entry.

  
  Damages:  Substantial damage was caused to the gate door, latch, and two adjacent fence posts. My initial estimate was revised only after obtaining a professional evaluation from the fence installation company. The updated assessment revealed the full extent of the damage, including:

  Warping of the door, rendering it inoperable;
  Severe damage to the latch mechanism;
  Damage to the foundation and an additional post.
  This level of detail could only be determined by qualified personnel,hence the discrepancy between my original report and the professionally documented findings.
  Based on Mr. **********************s recent statements, I also now understand that my earlier belief regarding the cutting of the zip tie was incorrect. The physical layout of the gate would have precluded any such access, further suggesting that entry was gained solely through excessive physical force. This conclusion is supported by visible evidence of scraping and paint removal, consistent with the use of force, as well as the presence of handprints on the fence.

  
  Police Report:  A police report was filed with the *********************************************************** on April 10, 2025, the same evening the incident occurred.
  Report Number: ***********
  
  Inconsistencies in Hellers Gas Response:  There are no inconsistencies in my claimonly further clarification of the damages, as documented by the fence company. Mr. **********************s attempt to frame the evolving understanding of the damage as contradictory is misleading.

  For example:
  Mr. ********************** notes that I initially reported damage to only one fence post. This was based on my observation at the time. The subsequent professional assessment identified a second post with damage, which was included in the updated invoice.
  Mr. ********************** also refers to discrepancies between my complaint to the Better Business Bureau and the ************************. These variations stem from a developing understanding of the facts as more evidence was obtainednot an attempt to mislead.
  Furthermore, his statement regarding company policy is contradicted by the technicians own admission that he used force to gain entry, in violation of said policy. This renders any assertion that the technician acted within company guidelines meritless.

  
  Conclusion: Hellers Gas has conceded several key facts in support of my complaint:

  - The technician admitted to using force to gain access;
  - Mr. ********************** described the technician as a bigger guy, implying he was physically capable of causing such damage; (as stated in recorded phone conversation)
  - The technician acknowledged breaking the locking mechanism;
  - The technician proceeded with service despite the locked gate, contrary to company policy.

  
  Had the technician followed proper procedures, the incident would not have occurred. My wife was present at the time and would have granted access if contacted. Hellers Gas had no legal or contractual right to force entry. They could have suspended or canceled service if access was unavailable.
  Moreover, Mr. ********************** cannot selectively acknowledge certain damages while ignoring others. Without conducting a physical inspection or contacting law enforcement, any conclusion about the extent of the damage is speculative and lacks evidentiary support.

  The evidence I have submittedincluding physical damage and video documentationmeets the burden of proof under Pennsylvania law. The actions of the technician not only violated company policy but also may constitute criminal trespass under state law.
  I am currently working with the ************************************* in pursuit of restitution for the full cost of repairs and seek a formal written apology from Mr. ********************** on behalf of Hellers Gas.
  Patrons of Hellers Gas should be wary of my experience and expect to be treated the same in the event such an occurrence should happen to them.
  
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/05/2025

  Good afternoon, 
  
  We have reached out to the ******** Township Police on the report filed, no further action is needed and the case has been closed. 
  
  We also tried to reach out to the fencing company "Future Solutions" twice now at ************* to get an itemized list of what actually needs repaired since the estimate we were given just says "Repair". **************** will not call us back. 
  
  As of now, offer still stands to clean the black marks from the delivery hose off of the fence, get the new black latch and replace the zip tie. 

• Initial Complaint

  Date:11/12/2024

  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.

  Chaged gas *** After 30 yrs had No **ntact w/ helers. Had 91 gallons of gas left in the tanks @ 2.69gal. They picked up the tanks and charged me to get there tanks! My rebate should have been ****** but I only received ***** should have received full amount of refund of gas! Not charged to **me get there own tanks, because I changed ** @ a cheaper rate.

  Business Response

  Date: 11/15/2024

  We are certainly sorry to lose such long-time customers.  We hope their new company offers them great service, as if they were with us for 30 years, we believe we must have been doing something right.  The refund was processed, a check has been sent or will be sent in the very near future.  The refund is for the amount of gas in the tank that we picked up minus a termination/pick up fee.  This fee has been one that we have been charging for more than 25 years.  It is clearly printed, and has been for many years, on all of the paperwork we leave at homes.  It is also on invoices, delivery tickets, work orders, etc. that are mailed or emailed to customers.  We are sorry that she does not like the policy but is one that has been in effect for many, many years.  If she decided to switch back to **, we could possibly offer a credit towards a new tank of gas, but that would be something we would discuss at that time.  We would like to thank her for her many years of business and hope she understands, this is a policy we've had in place and have enforced for a very long time.  Thank you & have a nice day.

  Customer Answer

  Date: 11/18/2024

  The tanks were already unhooked and sitting in the yard! All they had to do is put them on the truck ! That should not cost ****** . I should get at least another ****** even if there is a fee. I want to see the contact I signed. Because I didn't! HE said that himself was 25 years well it's been thirty!!!

• Initial Complaint

  Date:11/01/2024

  Type:Product 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 purchased a full tank of propane and was unable to use any of it since the fireplace was unrepairable. When I originally called Hellers Gas they said they could not refund me any money for the unused propane. A few months went by and I called again, getting a different representative, and the man told me that was incorrect and arranged for them to come get the tank. He said I would get a refund in the mail minus the pick up fee, which is expected. He said it could take 4-6 weeks for the refund and to call back at the end of the month. I called today to check the refund status and the representative said that was not the case, they are keeping the difference that would have been refunded because the company charges an annual fee of almost $250, which I was never notified nor signed something acknowledging the company policy. Apparently my neighbors whom have the same propane tanks were hit with the bill also with no notice. Hellers Gas representative stated the fee is regardless if the product is used or not. Could not get any resolution from the company and feel I should take it to court but reached out to the BBB first. Thank you!

  Business Response

  Date: 11/04/2024

  Good afternoon.  We have dug into this complaint a bit and have decided in this situation we will authorize a refund for the difference.   She has been a customer for several years and we are grateful for the years we were able to supply her propane needs.  However, to be clear, all of the information about minimum deliveries as well as termination fees is printed on all of the paperwork left at homes, emailed to homes and on our customer portal.   We don't hide anything from the customer and, in fact, this information has been given to our customers for about 25 years.   We have forwarded the paperwork to the department that issues the refunds and she can expect to see a refund within a couple of weeks.  We're sorry if she was given conflicting information, we will address that with our customer service team.  Thank you and have a nice day.

  Customer Answer

  Date: 11/26/2024

  The claim has been closed but the business never contacted me regarding this complaint and nothing has been resolved. 

  Business Response

  Date: 01/10/2025

  I'm not sure why this would be considered unresolved.  We sent a refund to the customer in a situation that we would normally not send a refund.  Typically, there would be no refund in this case, but in good faith we offered a partial refund.  We put our equipment at customer locations.  We do not charge a rental fee on our equipment.  The agreement is they must use gas, that's how we stay in business.  When they do not use a minimum amount in a year, we bill a minimum use fee which includes a visit to the location to make sure our equipment is operating properly and safely.  Again, all of this information is easily found on all of our documents as well as on our website.  A refund check was sent to her and cleared our bank on 12/17.  We didn't realize we needed to contact her after we responded to the complaint and explained that a refund was being issued.  Again, we are sorry she is unhappy with the policies, but these policies have been in place for decades.  Thank you.   

  Customer Answer

  Date: 01/16/2025

  [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: 22502531
  
  I am rejecting this response because:
  

  The business states that there are annual charges even if the product is not used,  however, I have never received nor signed anything stating such policies or annual fees. Since there was absolutely no propane used and according to one of their employees claiming it was non-returnable/refundable, the tank sat sealed for a period of time until I tried again. The employee I spoke with the second time assured me there would be a refund minus pick up fees, which was expected. The amount refunded to me was 1/4 of what was paid, so no as a customer I am not satisfied.

  ********* ******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:09/09/2024

  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.

  Hellers lp gas from **********, has been supplying me with propane for a number of years! I have found out that the price they have been giving me is way too high! So when Hellers sent a guy out to fill their tanks I said I did not order this delivery and that I am thinking about buying my own tanks!! A delivery person and 2 people from their office I told no delivery I am shopping around! So I bought my own tanks when I brought them home and tried to move Hellers tanks I could not cause they just delivered lp! They were filled! Now I cant move them too heavy!!! They apologies for filling them they would be out by September 20th to remove them, mean while their tanks are filled with $2.69 a gallon propane! The guy that is filling my tanks is charging me $1.53 a gallon! By the time they move their tanks I will be using propane at $2.69 a gallon! Once again another mistake by Hellers that helps Hellers!

  Business Response

  Date: 09/11/2024

  We are very sorry Mr. ******** feels we are being unfair with our pricing, and we are sorry the driver was dispatched to deliver after he asked us to not deliver automatically.  The majority of our customers are on automatic delivery which makes it easy for them as well as for us.  This was simply an oversight.  We apologize.   Our customer service representative attempted to discuss the pricing situation with him and offered to try to work through it, but he was not interested in doing so.  Heller's price is competitive in the propane market.  What we can say is since he has purchased his own tanks, he will likely be able to get a lower price per gallon since the propane company does not own the equipment there is no liability responsibly and no assets involved so the price for the propane will be cheaper.  However, he needs to realize all of the responsibilities for maintenance, insurance, etc. rests on him.  Secondly, when customers change propane suppliers it is quite common to offer the customer a low, introductory price.  After the initial fill and maybe for a specified amount of time the company will hold the lower price, but eventually the price increase to the current market value.  The tanks are scheduled to be picked up, however, we have a service team that takes care of this, and they have other responsibilities besides picking up our equipment.  We gave him the next available appointment and we will be there as soon as we can.  We hope things work out with his new propane equipment and whoever his new supplier is.

• Initial Complaint

  Date:06/25/2024

  Type:Order 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.

  Hellers Gas new propane delivery in our area said verbally last year there rate for propane $1.79 held for two years. They Delivered 100 gallon tank. We paid $179 Sept 2023 check #****. The delivery men came back the following week and took the 100 gallon tank and replaced it with two 24 gallon tanks. When I asked where is our refund the representative said the company will credit us. Representatives name ******. Phone number3158047077. On June 24,2024 we got a bill for a delivery of 22 gallons at a rate of $5.29 per gallon with additional delivery fee. The bill states we owe $135. Please advise us. Thank you

  Business Response

  Date: 06/26/2024

  We have been in contact with this customer.  When the tank was picked up a credit was issued on his account for the gas that was returned.  The invoice he received was a credit invoice and currently has a credit on his account, not an amount owed.  We have explained this to him and we believe he is happy now that he understands he does not owe us any money at this time.

  Thank you!

• Initial Complaint

  Date:06/18/2024

  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.

  On May 2021 we bought our house. There was a small gas wall heater in the kitchen and a tank outside. In Sept 2022 hellers showed up to fill the tank. They filled it Incase we use it. April *********************************** the area filled it with 3 gallons. I told him we don't use it. He said he will note that and we should call if we need a delivery. On June 14th 2024 I called to cancel as we don't use it. Two days later I get a bill for $69.50 so I call they said it's a convenience charge. I said but I cancelled and she said they charge that when you don't get deliveries. They never charged me this before or told me there was a charge like this. How can they charge me after I cancel I feel like that is a bully move like you don't want our services give me money. Then she informs me that there will be a pick up charge for the tank. For their tank. I was never told about any of this stuff when we got the tank filled. CS ****** said she was sorry they didn't inform me of the charges before but they will be charging me them. We live on a budget, we pay our bills on time, always. I don't think it's right what they are doing. I'm sure I'm not the only one they have done this to. I don't understand how I was never charged a convenience charge until after I cancelled service with them either. Please help resolve this $69.50 isn't a lot of money to a big company but to is to a family. I read online that some people were charged $175 for picking up the tank. She wouldn't tell me how much the pick up was on the phone. I'm looking at having to pay over $200 to end service with a company that I never used. The tank was just here when we bought the house. And now I won't even get the money for the gas I bought when they randomly showed up in Sept 2022 or the "top off" of 3 gallons on April 2023. I appreciate your time and anything you can do on this matter. Please feel free to call me with any questions.Thank you so much

  Business Response

  Date: 06/26/2024

  After researching this claim, I found that the customer was never billed a minimum use fee in the past, which is why she was confused by the charge when she was billed it this year.  Certainly someone should have explained it to her and it's apparent that no one did.  A minimum use fee is charged when a customer has our equipment at their location and does not use gas.  ********** customers with generators or small fireplaces or heaters fall under this category.  If a customer does not go through one tank of gas per year we are required by our insurance companies to inspect the equipment to be sure it is in good working order.  At this time we top off the tank and the customer is billed based on the size of the tank.  This minimum use fee, as well as all of our other fees can be found on the invoices (available via email, customer portal or USPS).  In this case, the customer decided to have the equipment picked up and typically a termination fee would be billed to the customer to cover the labor to pick up the equipment.  Since the tank was full and already paid for previously, we  use the gas in the tank to cover these fees.  The minimum use fee that the customer was charged previously for the 2024 visit has been credited off the account and no further fees will be invoiced to them.  

  We are sorry for any confusion and hope that the customer will understand, we are not trying bully anyone, we always try to be fair to our customers.  Thank you.

• Initial Complaint

  Date:03/07/2024

  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.

  Heller's Gas is just a bunch of thieves. I switched to propane in the middle of a crisis last year 2023 when my oil boiler went out on me. I most likely decided in desperation because let me tell you how much I regret switching to propane. I had already had a tank from Hellers for cooking and drying clothes. So when I switched my heating/hot water system to propane I asked several times how much it was all going to be NO ONE answered my questions. the switch happened and then I got a bill for $1200. I was not sure or knew why the bill was so high until months later when I had to get another delivery from them. I used LIHEAP and *************** They would not refill my tanks until I paid that balance off. I was not given knowledge about how Heller's was using my LIHEAP funds. I just know that the bill I had went SUPER HIGH even though crisis funds were being used. I questioned that and, was told that sometimes there is a delay in the payment they get. I finally questioned how much I was being charged and explained how much I paid them outright when we moved in in 2022. I paid them 200 for one full tank for the cooking stove and the dryer. so if my math was correct. 2 tanks should have only cost me 400. a rep told me that the 2 tanks that were there were much bigger than the one that I had. which is not correct. there was ONE tank and then they just brought ONE MORE TANK to my house when I switched so how did my bill go from what should have been 400 to 1200? so then another rep sent me an email stating that they realized that how I was charged was all wrong and I was charged the incorrect amount (of course I later asked them why on earth would you charge ANYONE the wrong amount or a higher amount. Got no answer on that one) and that they would bring my bill, which was at the time 1700 down to about 750 or just about. I had no more crisis fund left and my tank was low in the coldest days of the winter. I paid HELLER 750 from the money that was given to us from insurance due to a flood. The entire time that I have been a customer they told me as long as i pay the balance off I will get another full delivery yet the moment I paid them 750 I was not allowed to have full delivery and they would only give me 100 gallons on credit. they also claimed to be charging me 2.99 for each gallon. so now I supposedly have a bill with them for 314. so that math does not matter either. I received 2 letters within less than a week of switching to another company that charges me more than HALF what HELLER charges talking about they will send me to a collection agency if the bill is not paid in full within 7 or 10 days. Today someone from Hellers called my husband telling him to call me to call him back I called back he told me he wanted to try to help me out and cut down the amount I owe, but he started with lies and I could not finish the conversation. he said that the bill was 314 and when my tanks were picked up there was gas left in them which brought the bill up to 437. I was furious. how do I have to pay for gas left in a tank? how does that amount to 115 or so dollars if there were probably less than 5 gallons in the tank? then he backtracked and said that's not what he was saying. This company keeps doing funny stuff with people's accounts. I am sure some people have it so good they don't even think about how much they are forking over. Right now I don't have it like that and this goes to show you how money-hungry this company is. I asked if he could please stop charging my account any further fees since I am not a customer anymore. I don't want to give Hellers one more dime. If they had been overcharging me from the start then they MISUSED my crisis funds and I bet you they owe LIHEAP and SALVATION ARMY money that they took from the crisis fund. can we also tell LIHEAP and SA that HELLERS misused their funds and charged me more than they should have

  Business Response

  Date: 03/14/2024

  We have attempted to talk with ****************.  She does not listen to what we are saying.  She switched to propane heat, prior to that she had just a dryer and stove (cooking).  When that happened, we took out a 100-pound propane tank and installed two 420-pound propane tanks.  This is a huge increase in propane storage.  It's what is necessary for heating.  We certainly did not misappropriate funds.  We have many, many customers who are recipients of these monies and we are well advised of the rules and how they can be used.  

  She decided to switch propane companies, she has every right to do so.  We tried to keep her as a valued customer, we contacted her and attempted to ask how we could make things right.  We offered a credit on the account.  But she decided to switch companies.  I understand that a new company probably came in at a lower price, which is common practice to get a new account.  I'm sure that price will go up, because typically it's an initial fill price and after that the prices are adjusted to the correct market price.  When we picked up our equipment, she was billed a termination fee which is clearly printed on all paperwork delivered to her via email, ***** or dropped off at the time of delivery or work at the property.  This termination fee covers labor to pick up the equipment as well as administrative fees to close the account.

  Our VP of Operations attempted to speak with her. he was trying to tell her he would reduce the amount owed to $263.12.  This is the amount owed for the gas that was used by them, he has taken all other fees off the account.  As he was trying to tell her this information, she did not listen, and she hung up on him, so she doesn't even know this amount.  If they choose not to pay this amount for gas they used, the account will be turned over to the Magistrate for collections and then there will be a lot more fees that will be incurred.  

  If there are any further questions, please feel free to contact ********************* at *************.

• Initial Complaint

  Date:02/06/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  We had a gas Insert installed by Hellers technicians. I had a very serious issue that has persisted for over 2 months. We had the technicians confirm our pressure was correct as the pressure should be set at ***** water columns confirmed by the manufacturer. The tech reassured me it was correct and my unit was bad. I called them out again with no luck. I called the service manager at ******** location whom was very argumentative and assured me I was wrong and lied to me about the pressure as we had a 4th tech come out whom was more knowledgeable and tell me the entire time the unit was at 8 water columns well below the minimum and safety would shut unit off leaving me cold. We are experiencing maybe once a week or when the temps go below 27 F the pilot will still shut off, which isnt a big deal as before would shut off every 10 minutes. We still need it at 14 water columns so this doesnt happen as it is a major inconvenience to restart the unit. Can someone more knowledgeable than service manager whom lied to me reach out please.

  Business Response

  Date: 02/13/2024

  Heller's V.P. of Operations has contacted this customer.  They resolved the issue and they have been given his name and phone number and the assurance that if they have any problems in the future with Heller's, he will be available to them to work through them.  We are certainly sorry for any confusion or unclear advise they may have received and we do not tolerate rude behavior to customers by our staff.  We apologize if this may have happened and want them to know we value their business.  Thank you!

  Customer Answer

  Date: 02/23/2024

  [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: 21254576
  
  I am rejecting this response because:
  The problem still persist when very cold after we thought it was fixed we had 3 extremely  cold nights in the low 20s the unit  shuts off around 6 am before the sunlight can warm the tank. We are not sure how to combat this pressure issue as all has been done at this point and the company did come out to adjust pressure. 
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Switched to heller gas last may and when they showed up with a new tank the gas in the tank was bad. My boiler wouldnt work and the gas that was in the tank went through my boiler and ruined my boiler that it wouldnt work and actually blew a hole in my boiler and it I wasnt home when this happened my house would of been gone. I had to replace the tank and get a whole new boiler that cost me $6,000.00 that I dont have. When I asked heller to come get the tank they didnt tell me anything about a pick up fee of $160.00 and they accused the new company of taking parts from their tank. I gave them an almost full tank and got no refund from the tank. I called and complained and they said they wouldnt charge us for the parts or the delivery fee. Now I am being told that they will not refund any money. Do not use this company they lie and do whatever they can to take your money. I didnt have any issues with my boiler until heller gas came with their bad propane gas. I really should have them pay for my new boiler.

  Business Response

  Date: 02/15/2024

  We are in receipt of the complaint referenced above. We would first like to say we never like unhappy customers and we will always do whatever we can to resolve any problems or issues our customers may have.
  We would like to address the situation where ****************** states our company sells bad propane.  Let me explain that propane is a byproduct of other products, refined or processed at large refineries or gas processing plants.  It is typically shipped through pipelines or on railcars to final destinations where in most cases it is picked up by trucks and taken to local plants where smaller trucks deliver it to customers.  During the refining or processing it is possible that oils or some of the other products could get into the propane and cause issues, however, it would never ever cause a hole to be blown in a boiler.  Also,there are a limited number of places where propane originates, and most retailers get the propane from the same places.   So, saying another supplier has better propane than Hellers is just not true, we all have the same propane that is distributed in the local area. 
  With that said, and as stated previously, we do not like to have unhappy customers.  Typically, there is a termination fee of $164.50.  In this case, in good faith, and to help offset the cost of the boiler, we have decided to issue a refund.  The tank was 55% full when we picked it up and she will be receiving a check in the amount of $444.79.  Also, on Tuesday, February 13th,we visited her and gave her an additional $200 towards the cost of the service technician to check the boiler.  We believe we have resolved any issues with her and hope to serve her in the future.
  If you have any further questions, please contact **** Gardner, **************.
  

  Customer Answer

  Date: 02/16/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************