Heritage Propane

I moved in during April of this year and had the tank that was already here filled. The tech that filled the tank checked the outside for leaks and told me when I was ready to use the fireplace to call back and they would come out and check it for leaks. September came around and I called and spoke to Nicki who kept on telling me she was sure they did their safety check already. I insisted they did not and I told her I could not get the fireplace lit. The gas outside was cut off and without seeing it she told me it was not. She finally agreed to send a tech out and the cutoff was in fact in the off position. It took him almost 20 minutes to get the pilot light going. He left and every time I turned it on with the switch it would take over 5 minutes and then blow up and ignite. I called about the awful smell and Nicki tried to brush me off saying it’s the fiber logs. She sent the same tech out and he came in the house, turned the fireplace on, looked at it and turned it back off. He took a log out and said it’s the logs. He gave it to me to smell and I barely smelled anything. He assured me everything was fine but the smell wouldn’t go away even after I burned it for 6 hours like recommended. I called back and Nicki told me he was their best tech and she was sure it was the logs and she couldn’t send him back or for 2 weeks. I called another propane company in the mean time to switch me or because their customer service was terrible. Turns out Nicki and her best tech were wrong and the pilot light was not positioned correctly so propane was building up and then exploding. Also, the fiber logs the tech took out and put back were repositioned improperly and not giving the pilot light area room to do its job. This company blew me off time after time knowing my concerns and having 3 children to include an infant in the home. They still have not come to get their tank. I will NEVER use this company again.