Family Claims 911 Operator Hung Up On Them As Home Burned Down In Venus, Texas

04/01/2013 01:42 pm ET

A family that lives just outside of Venus, Texas said their calls for help were met with indifference as they helplessly watched their home burn to the ground.

CBS-DFW reports that the Helsley's home went up in flames Friday night after a fire in their outdoor fireplace got out of control.

They called 911, but after several minutes, no fire trucks arrived.

“Took them about half an hour to get here," Lori Helsley said. "Just had to watch our house burn down.”

Helsley also claimed that repeated calls didn't help.

"Then one of my sons called 911 again saying where are you? Where are you?" She said. "They ended up hanging up on him because he was so upset.”

Part of the delayed response time might stemmed from the Helsley's location, which was two miles away from a closer fire station in a neighboring county, but outside its jurisdiction.

When asked for comment, Mansfield spokesperson Belinda Willis referred the Huffington Post to her statement sent to multiple media outlets, including NBCDFW.

"Mansfield received a request from Johnson County Friday evening to provide mutual aid to a house fire not in Mansfield's jurisdiction. Mansfield Fire Rescue was the first on the scene and provided four pieces of equipment to fight the fire," Willis said in the statement. "The department personnel and equipment were on the scene for six hours."

Willis also told HuffPost Crime that the response to the fire is being investigated.

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