ComplaintsforDowneast Energy

• Initial Complaint

  11/05/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On November 5, 2024, I received a bill via email indicating that Downeast Energy was assessing me a fee of $90.00 for not meeting their minimum fuel usage requirement of 100 gallons for the propane tank they supplied me. I had kept notes in my iPhone indicating that I called on November 8, 2023, and spoke with a representative that waived the fee from that year since it was disclosed to me that they could switch me to "will call" rather than be on automatic delivery and this would avoid me from receiving this $90.00 fee going forward. I spoke with a representative today, November 5, 2024, and she said that they could not waive the fee and that I would need to pay it. She confirmed that they switched me to "will call" on November 8, 2023. I informed them that I never requested the size tank they supplied when they hooked me up years ago. They provided a 120-gallon tank despite informing them that only my cook stove and fireplace operate with propane. I was told that if I had a smaller tank the minimum usage requirement would be less than the 100 gallons. Again, I never requested a 120-gallon tank. Their refusal to inform me accurately last year and imposing another fee this year for the same thing despite my attempts to avoid such a fee going forward in my mind if unacceptable and worthy of a complaint filed.I will not keep Downeast Energy as my propane supplier due to their lack of communication and accountability for what transpired. I am a very disciplined consumer who keeps notes on what took place. Downeast Energy installed a tank that was not requested at the size they chose to provide. They knew what I had for equipment for my home as I had to disclose what I would be using the propane for. Assessing fees of $90.00 for not meeting the guidelines of minimum fuel usage for what they chose to install should not be at my cost. I attempted in to avoid this occurring this year and it still did despite being told it would not be the case.

  

  Business response

  11/07/2024

  Hello BBB,

  We spoke with ****** regarding his complaint, and we reviewed the conversation he had last year with customer service. He mentioned he was told that choosing will call would exempt him from the minimum usage fee. We clarified how the minimum usage charge works and apologized for the incorrect information he received. We also discussed the tank size, explaining that a 120-gallon tank was selected due to the fireplace, as customers who use their tank regularly for heating typically go through one full tank of fuel per year.Since he only uses it for ambiance, this was not applicable to his ************ address the miscommunication, we agreed to waive the minimum usage charges moving forward, and we confirmed that the current charges had been removed from his account. ****** was satisfied with the resolution and mentioned he will inform us if he decides to switch to a smaller tank in the future.

   

  Regards,

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

  Regional Operations Manager

  Customer response

  11/07/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2020, our gas boiler failed, and we called Down East Energy who recommended **************** to put in a new one. They installed a new boiler and all was good for three ******** the fall of 2023, the boiler started acting up, and Down East sent someone repeatedly to try and fix it, but to no avail- we were left without heat/hot water for almost 6 weeks, relying on space heaters. They finally sent someone who was able to repair the unit and we were back on;In the spring of 2024, it happened again, and after weeks and weeks of none of their service techs being able to fix the boiler, we gave up and installed electric heat pumps, and a stand alone water heater. We would like ********* to reimburse us for all of their service calls, since they were unable to fix the problem. See all of the receipts enclosed.

  

  Business response

  10/16/2024

  Hi ******,

  Our sincere apologies for the delayed response.  I have spoken with the local manager, ******, and I understand that she has been trading messages with you to work out a resolution.

  if for any reason you are not satisfied with the resolution, please don't hesitate to reach out to me directly.

  My name is ***** and I am the Regional Ops Manager for Maine & NH locations.

  Best Regards,

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

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

   

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ended my relationship with Downeast in November 2023. Downeast came and collected the 3 propane tanks that belonged to them. I was told and I have verified that the remaining propane in the tanks would be reimbursed to me. My account number is #*******. I have reached out to Downeast Energy on 4 separate occasions. I was told in April of 2024 that a check had been cut on January 16th 2024. They verified my address and stated that the check had been sent. As of this writing May 6-2024 I have not received any renumeration. I contacted Downeast on May 3rd and spoke with a woman named ******. She stated that she could see that a check was issued on January 16-2024. She stated that she would contact the payment **** to find out what is going on. She said she would contact me with an update. She did not contact me. I feel that I have been more that patient and I need some help getting my money.

  

  Business response

  05/13/2024

  Good Afternoon ********************,

  Our sincere apologies for any frustration incurred as a result of the mistake on our end.  I understand the local Manager has reached out and is working with you to resolve the issue as quickly as possible.

  If you have any further difficulties please let us know.

  Regards,

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

  Regional Operations Manager

  Superior Plus Propane

  Customer response

  05/20/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

  
  Received a P/C on May 7th from ********************* General Manager for Down East Energy *************.  He told us that a check was being cut and that we should see it shortly.  It is now May 20th and we still do not have a check.  We again contacted ********************* who works for Down East Energy  He stated that he had a call into the accounting Department.  He said he had left a V/M for an unknown accounting clerk to try to find out where my money is.  He has stated that he will contact me once he gets the information.  I am really unhappy with the total run around I am receiving.  I cannot get anyone with Down East Energy to actually tell me when I should see my money.  There is no dispute as to the amount, but I am running out of patience.  
  FAQ
  
  Regards,

  *****

   

   

  

  Business response

  06/03/2024

  We have contacted the customer and he has received his credit check and is satisfied. The original check was mailed out but the customer told us that they had not received it. We mailed out the second check and they received it.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After 20 years of doing business with Downeast, we cancelled our annual propane contract and found a different supplier last October. The oncoming provider removed the tank from service and set it aside. Downeast said they will remove the tank promptly and credit us for the amount of propane residue in the tank and/or apply that value against the cost to remove the tank (verbally estimated at $175) last autumn. On April 19 we returned home after a winter away and found the tank still on site. The driveway was clear the entire winter, with no trees down and no obstructions.Upon contacting Downeast, in addition to the usual poor customer service and bad attitude, we elicited a promise to remove the tank on April 23, 2024.It's April 24 and the tank is still on site, unsightly and rusting. All we want is to have the tank removed so we can be done dealing with this terrible company.

  

  Business response

  04/24/2024

  Good Afternoon ****************,

  Our sincere apologies for any frustration incurred on your end.  We apologize for the delay in retrieving the tank. Due to unforeseen circumstances this winter we had to concentrate all resources on heating service & delivery efforts and unfortunately several tank pick-up requests got pushed off until after winter.

  Looking at your account it appears we successfully picked up the tank earlier this afternoon, Wednesday 4/24/24.

  It may take several days for any credit for fuel to be posted to the account.

  We truly appreciate you having been a customer for 20+ years and we are sad to see you leave.  We hope you'll consider us again in the future.

  Regards,

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

  Superior Plus Propane

  Regional Operations Manager

   

• Initial Complaint

  01/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 2023- account was closed as condo was sold in March 2023. I closed down the account and still got charged since they didnt have the new owner names (not sure thats my responsibility, they can pull the tax card). I have called, provided new owners name, bill and late fees are still attempted to be in my name.

  

  Business response

  01/15/2024

  Hello **************************,

  Our sincere apologies for any confusion or frustration.  We have gone ahead and removed the charges on the account.  I believe our local Office Manager has attempted to reach out to you and left a voicemail.

  If you have any questions, please feel free to reach out any time.

  Again, apologies for the confusion, but all charges have been removed.

  Regards,

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

  Regional Ops Manager

• Initial Complaint

  12/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Company required service tech and inspection which was done on ***** situation and location was aware of. On ***** driver refused delivery unaware of the situation and now company is requiring service again for issues that were fixed and cleared for delivery

  

  Business response

  01/10/2024

  I have called and E mailed *********************** and agreed to credit his account for the disputed amount of ******. This service call was in response to propane tanks that had been disconnected and moved by the customer. We responded to do our leak checks and safety checks to verify that the system was safe and leak free. Also understanding that the delivery driver was not aware that this inspection had taken place on 12/20. At this point deliveries have continued and we will issue a credit on the account for the disputed amount of ******.

   

  Thanks

   

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

  General Manager Downeast Energy

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint is due to failure to remove Downeast energy property from my property. In February 2023 I changed propane companies. I alerted Downeast energy that we were switching companies. They said they would pick up their tanks and credit us for the propane in the tank. They did not pick up the tanks. My new propane provider had to shift them out of the way to install. The tanks have been sitting in my yard since February 2023. I have asked/called them four separate times to come collect the large propane tanks that are in my yard. They are full of propane and they are hazard and need to be removed. They also promised to credit me for the propane that was in the tank. Four separate occasions they have said they would put it on the pick up list and apologized profusely for how late it was. It continues to be sitting in my yard. Every time I called, the operator was very surprised that the tanks were not picked up and said that they would absolutely pick them up. They continue to sit in the yard. I feel as if there is no option but to file a complaint.

  

  Business response

  12/19/2023

  **************,

  First I would like to offer our sincere apologies for the delay in retrieving the propane tanks.  

  My understanding is that we were able to remove them from your property as of this morning, 12/19.

  We will calculate the remaining gallons in the tanks and be issuing you a credit as soon as possible.

  Please reach out to me directly if you have any additional questions or concerns.

  Thank you,

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

  Superior Plus Propane

  Regional Operations Manager

  Customer response

  12/19/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 8, 2023 we cancelled our propane service with Downeast Energy because we were able to lock in a much lower price with another provider. When we cancelled, we officially requested they remove their three tanks from our property and refund us for the remaining propane in the tanks that we had already paid for. Over the past 12 weeks my husband and I have called at least 8 different times (and emailed once) requesting updates on when the tanks will be removed. No one is able to give us information and many folks we have spoken to are shocked that the tanks have not yet been removed. Now that is is cold out, I am being told that priority needs to go to delivering oil/propane for people to heat their homes which I completely understand. However, our request was made at the end of the summer and there was plenty of opportunity to remove these tanks before the weather changed. I have a toddler and two pets who play in our yard where the tanks are sitting and I would like them removed. At this point, their property is sitting on my property without my consent.

  

  Business response

  11/28/2023

  Good Afternoon *******,

  Thank you for reaching out.  Our sincere apologies for the delay in retrieving our propane tanks.  We have scheduled the pick-up for this Friday, December 1st.

  Again, apologies for the delay.

  If you have any further questions or concerns, please feel free to reach out.

   

  Regards,

   

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

  Regional Operations Manager

  Superior Plus Propane

  Customer response

  11/29/2023

  [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.]
  
  

  ***** - Thank you for your prompt response and action - I truly appreciate it. Could you please also let me know how long after the tanks are retrieved we can expect to be reimbursed for the propane that remains in the tanks? We had previously paid for it.

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

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

• Initial Complaint

  11/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased our home back in July, 2023. Prior to our purchase of the home, the previous owner used Downeast Energy for their propane. We chose to make a change to Dead River. Once our new tanks were installed, I called Downeast Energy and asked them to pick up their tanks. I let them know that they were not hooked up anymore and that it would literally take minutes to pick them up. I figured they were busy; therefore, I waited almost 2 months before calling a second time and asking them to come pick up the tanks. I waited approximately another month, and the tanks were not picked up. I called for a third time and made my frustration clear to the customer service representative if she could get them to come ASAP and get the tanks picked up. I also gave her my cell phone number and asked her to have someone call me to let me know when they would be picked up, if it was not going to happen right away. Well, we are a couple weeks from my last phone call to Downeast Energy and the tanks are still lawn ornaments on the side of my house!I would like these tanks off my property!! If i was ordering new service, I can promise you that the tanks would have been installed within days!!

  

  Business response

  11/09/2023

  Hi ******,

  Our sincere apologies for the delay in picking up our Propane Tanks.  We strive to provide the best customer service & quickest response times possible and in this instance we did not live up to expectations.

  My understanding is that we were able to successfully retrieve the tanks today, Thursday November 9th.

  Again, sincere apologies for the delay.

  If you have any further questions/concerns, please reach out.

  Thanks,

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

  Regional Operations Manager

  Superior Plus Propane & Downeast Energy

  Customer response

  11/13/2023

  Better Business Bureau:
  
  The propane tanks were picked up last Thursday, November 9th, as stated by the business. Thank  you for helping to get this issue resolved!! I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am an oil customer in *****, **. Account Number: *******, *********************************************************** I've gotten EXTREMELY POOR service regarding an oil tank replacement. I now suspect my oil company has gone out of business without telling anyone. The history to date:August 17 annual boiler service was done. The service tech suggested it might be time to replace the oil tank (~60 years old).August 17, called Downeast and spoke to ********. Yes, tank replacement covered by Tanksure program. Yes, eligible for $1000 credit for tank replacement. Yes, I could use outside contractor. I also requested a quote for tank replacement.I left messages September 25, 26, and October 2 to repeat my request for a quote and to get details on how to apply for the Tanksure rebate. No callbacks at all.October 12 ********* took my call after 'service option' put me again into voicemail. ********* sent internal email, and referred me to Market Mgr, ***. Left msg there, no reply from anybody.October 13 Oil tank was replaced by a competitor with infinitely better customer service. Again talked to *********, who promised a callback. Said she'd talk to Acct Mgr, ***. Again, no callback from anyone.October 14, as Downeast is now an affiliate of Superior Plus Propane, I sent Superior Plus Propane my current status using their online "contact us" form. No response.October 17, I left messages at headquarters of Superior Plus Propane, *******, **.To date, nobody from Downeast Dover has talked to me since my one contact August 17. Never received a quote for tank replacement. 4th Street, *****, ** lobby door is locked and no hours posted. Front door has stickers on it for packages undelivered.So here's where I am today:1. Still no word on how to apply for the Tanksure $1000 rebate.2. I'm losing confidence that my oil tank will be filled per my annual contract.3. I have NO confidence that a service call will be answered per my annual service contract.

  

  Business response

  10/24/2023

  Good Afternoon Mr. Deutsch,

  We sincerely apologize for any confusion or frustration - post covid we relocated our office staff from our ************ to our ********* office.  But rest assured we continue to base Drivers & Technicians out of our Dover location to take care of our customers.

  As for the delayed response, that is unacceptable in my opinion and I will be working directly with our *********/Dover team to determine why you had not received a call-back within 24-hours.

  I am aware that you have recently spoken with *************************, our service manager and she is working with you to facilitate the tanksure reimbursement.

  If you have any further difficulties, please feel free to reach out any time.

  Again, my sincere apologies for your negative experience.

   

  Kind Regards,

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

  Regional Operations Manager (Downeast Energy & Superior Plus)

   

   

  Customer response

  10/25/2023

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********.

  Their response was immediate and on point. I indeed hope they live up to there promise of 24 hr callbacks.

  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

*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. ↩