ComplaintsforDowneast Energy

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a house in June that had propane tanks from Down East Energy who informed us we need to pay to have tanks removed. I called to say we didnt order the tanks and asked that they come and get their property which they refuse to do with us paying them to collect their property.

  

  Business response

  10/02/2023

  Hi **************,

  We, as all other propane suppliers in the local market do, we charge a labor rate to retrieve the propane tanks, however we're happy to waive this charge for you.

  If you could please respond to me with the address of where the propane tanks are located, I will work with the local office to ensure they retrieve them at no cost to you.

  Thank you,

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

  Regional Operations Manager

  Superior Plus Propane 

  Customer response

  10/04/2023

  
  
  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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. They requested an address to remove the tanks, which is, ************************************************** 
  
  Regards,
  
  *************************

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started renting a one bdrm apartment,Nov 10th, with an oil tank from Down East Energy.I moved in with a full tank of propane(tank takes 90,it had 80g).Jan 6 I made an account bc I knew Id need it eventually bc of the winter.I paid $120 one time and another sum of around $100 soon after .I can not access these records they have a new online portal .I asked numerous times I spoke with people on the phone.They never return calls I created my account if I wanted automatic delivery they put a gauge on my tank,fill it when it got down to 1/3 .My bf passed away in Feb and a week later I get a bill for $557.I had kept the propane on ***** and it was tolerable I started with a full tankits 4 months later I filled it again and I am down to 35 gals,for a one bedroom apartment.I asked them to come take a look something is wrong .They sent someone who came in pulled out the filter ,told me to clean it and left within 5 mins then charged me $169 Youd think it ends there .Think again .I started looking at the tank frequently taking pics of the gauge .I was freezing myself bc I cant afford these prices .I had the heat on ***** day/night .I also took off auto deliveries bc they told me I had numerous deliveries,one of them for just 7 gallons .Thats not what I agreed to and now I am feeling like theres a scam bc I am making calls to figure out why so much propane is being used ,and Im freezing,no ones able to tell me answers.After ignoring the emails with my statements bc I have not purchased any propane .I open one in July to see I was billed yet another $391.I am told it was the previous tenants automatic delivery but she no longer lived here.I did but did not have an account with them yet.Not sure how they put propane bc it was full in Nov 15th and by Dec theyre saying they filled it again.Then they said something about a delivery April 11 I went into my pics knowing I had been taking pics weekly of the gauge and Nov12th it shows 2 approx 25 gals.They keep changing excuses .I need them

  

  Business response

  08/16/2023

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

  We sincerely apologize for any confusion or frustration with this situation. We'll absolutely work with you to come to an amicable resolution.

  I believe ****** has reached out to you, she is the local Office Supervisor for Downeast Energy.  My understanding is that you have played phone tag with each other.  I assure you once you are able to connect with ****** that she will help resolve the situation.

  Apologies again, we hope to connect with you soon.

  Thank you,

   

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

  Superior Plus Propane

  Regional Operations Manager

  Customer response

  08/25/2023

  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.
  
  FAQ
  
  Regards,

  ****

   

   

  Customer response

  08/29/2023

  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.
  
  FAQ
  
  Regards,

  ****

  I finally spoke with ***** and worked out a deal that I did not agree with on the complaint I made about the bill that was tacked onto my bill without warning or any explanation.I had no choice bc I have to use Down East (now mySuperior) to get propane,unfortunately.

  ****** (the supervisor/office manager) had no real answers other than I have to pay for the propane that the previous tenant ordered and left bc she never paid for it.So bc I moved in and it was still in my tank  it was my responsibility to pay for it.Which I find very unprofessional.I felt like none of my questions were answered they just give you a run around and speak without really explaining to the degree that it makes sense as to why a number of things happened. like why am I  being delivered 7gals and being charged a fee when I agreed to a delivery only when my tank gets down to a 1/3? Also why am I using 180 gals of propane on a 1 bdrm from Nov 11-Feb 25th?I basically gave up and said Ill just pay it bc at this point its been since February and is now August and I do not like outstanding bills bc I pay my bills and have good credit and do not want this to effect that.Also Im tired of it .

  ****** said shed take off all these fees that I do not think are my responsibility in the first place and tried to make me feel like I got a deal paying half of a bill that was not mine in the first place .

  I also needed more propane so I also ordered 50 Gals .I told her I wanted to pay while we were on the phone,for the propane I just ordered and the bill that was not mine .In total I paid $400 and change .I thought that would be the end of it .

  Not even a week later I get yet another bill (even though I paid IN FULL).It was for $169 in the email I was sent .It was $179 in the app.

  Once again I have to call them.I work 72 hrs a week and barely have time off and when I do I certainly do not want to be calling Down East (MySuperior).I ask for ****** and per usual shes not available.The women on the phone says she thinks that it could be bc one of the credits she gave me maybe hadnt fallen off .Its honestly exhausting dealing with these people .

  She said shed put a note in the file and notify ****** who I still have not heard from.Last time I had to make this complaint to get her to call me back.This call was made last week and today,my only day off yet again here I sit writing this and wasting ANOTHER part of a day dealing with this.The credit still hasnt been applied and I still have an outstanding balance.

  I am so upset about this and the way its been handled.Then to have yet another problem as soon as I clear it up.Yet again no one calls me back to say why my ******************* is showing an outstanding balance.

  -********************;

   

  

  Business response

  09/07/2023

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

  Our sincere apologies you were not satisfied with the agreed resolution after speaking with ******, our S. ******** Office Supervisor.  

  It is standard practice among all local fuel providers that in a "move-in/move-out" scenario, unused fuel in the propane tank that had not been previously paid for, becomes the responsibility of the new resident upon set up of the new account.

  ****** did remove any fees so you should only have been charged for the fuel in the propane tank.  We did also agree to significantly reduce the price on the fuel for you to make things easier for you.

  Depending on the size of the 1-bedroom residence and the level to which it is insulated and at the temperature you keep the space, those all will factor into how much fuel you use during the coldest period of the year between Nov - Feb.

  The the $169 charge you saw was reversed on 8/30 - so you have a $0 balance on your account as of this morning (9/7).

  Again, sincere apologies for any headaches or confusion.  Please feel free to reach out if you have any additional questions.

  Regards,

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

  Superior Plus Propane / Downeast Energy

  Regional Operations Manager

• Initial Complaint

  06/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In April 2022, my husband and I purchased a newconstructionhome.The builder had an account with ********************** to supply the property propane, and three 120 gallontanks were connected to the house.Before we closed on the house, my husband contacted Downeast to set-up an account for the property under our name. We paid the builder the value of the remaining propane in the tanks as of our closing date.Later in the year a Downeast fuel delivery truck stopped by. I spoke with the driver, and he said that they had no record of anyone living in the home. He referred to his records, and the account for the property was still listed under the builder. He did not deliver any fuel at the time, and no fuel hasbeen delivered by Downeast during the time that we inhabited the house. We never entered into a propane contract with Downeast.In December 2022, we contacted Downeast to let them know that we had contracted with a different fuel provider and asked that they pick-up their tanks. We were told that they would send someone to pick them up. On April26, 2023, we called Downeast to ask that the tanks be picked-up because no one had collected them yet. We were told that a work order would be put in to collect them.On May22, 2023, we called again because they were still sitting on our lawn. We were told that someone would come by to pick them up during the first week in June.As of today, June, 25, 2023, we still have the tanks, which are about 30 percent full.As it has been nearly 7 months since we notified Downeast that their tanks needed to be picked-up, I am writing to request: 1. that Downeast pick-up their tanks ASAP, and2. that Downeast pay us for the value of the propane that remains in those tanks to avoid unjust enrichment toDowneast. The builder has already paid Downeast for the propane, and we have paid the builder for the propane. Therefore, if Downeast collects the propane and re-sells it, they will be unjustly enriched.

  

  Business response

  06/28/2023

  Hi ********,

  I wanted to extend our sincere apologies for any inconvenience or frustration incurred.  Typically we do not retrieve propane tanks during the winter months due to safety concerns in regards to slippery conditions and more often than not, tanks are frozen to the ground, apologies this was not explained on the front-end.  Once "mud-season" has passed, we work as quickly as possible to resolve any propane sets or pickups.  My understanding at this point is we were able to remove the propane tanks yesterday (6/27/23).  It typically takes a couple of weeks for any fuel remaining in the tank to be credited back to your account.  If you have any questions in the meantime, please reach out any time at **************.

  Regards,

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

  Regional Operations Manager

  Superior Plus Propane / Downeast Energy

  Customer response

  06/28/2023

  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 # ********. 

  I appreciate that Downeast was able to pick-up the tanks yesterday; however, my issue is only partially resolved.  Downeast noted that credits to accounts will appear in a couple of weeks; however, Downeast never set-up an account with us despite us requesting one in April 2022.  Therefore, I am unclear how we will be reimbursed for the value of the propane still in the tanks.  Additionally, it is my understanding that Downeast charges its account holders who cancel service a fee for tank removal, and they may want to subtract whatever that charge is against the value of the remaining propane.  I do not know if they plan to do that in this case, but I would like to address that now. I do not think it is appropriate for them to charge a tank removal fee in this case for 2 reasons.  First, we never entered into a contract with Downeast and never agreed to the tank removal fee due to their failure to set-up an account for us and provide us with the contract.  Second, they were able to move the tanks a few hundred feet, maybe less, down the road to the new construction house being built next door to me.  It appears that the builder of my house is still working with Downeast for the remaining houses being built on our street, so they would have had to come out to Jada ***** anyway to deliver tanks.  In this case, they simply moved them from our house to our next door neighbor's house. 

  Given the lack of clarity as to how we will be reimbursed, I do not think this complaint can be resolved until we have been fully reimbursed by Downeast for the value of the remaining propane in the tanks they moved to my neighbor's house. 

  Regards,

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

   

   

  

  Business response

  07/17/2023

  Hi ********,

  
  Apologies again for any further confusion and frustration.  As you confirmed, we did retrieve the propane tanks.  We have also issued a credit to your account, which was only established so we could memorialize the pick-up of the propane tanks and to facilitate a refund to you.  The refund is for 54 gallons @ ***** for a total $136.57 which was submitted for processing on Friday 7/14.  It typically takes 1 to 2 weeks for it to be processed & mailed.  If you have any additional questions or concerns, please reach out at any time. 

  Apologies again for the confusion.

   Regards,

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

  Superior Plus Propane

  Regional Operations Manager

  Customer response

  07/17/2023

  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. 

  Dear *****,

  Thank you for your response.  I accept the offer to receive $136.57 for the propane that was returned to Downeast.  I will watch the mail for the refund.  As following-up with Downeast has been a long process, which started in April for us and it is now mid-July, I am keeping my complaint open until I receive the refund.  I have rejected the response for purposes of keeping the complaint open until I have received the refund and the matter is completely resolved.  Thank you for your understanding.

  
  Kind Regards,

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

   

   

• Initial Complaint

  05/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I did pre-buy propane from Downeast last year, paid them over $2,000 in August. Always before when I got my statements they made sense and showed the amount of my money left. This year, the statements changed and no longer show how much money is left in my account. I have called, emailed, did get one nice email response months ago with the information, but they have my money for their use, shouldn't they at least have to show me, monthly, how much of my money they still have?

  

  Business response

  05/22/2023

  Hi *****,

  Our sincere apologies for any confusion or frustration with the new statements.  We are currently upgrading out statement process in an effort to include as much information as possible for the customers.

  If at any time you have questions or concerns please always feel free to reach out directly to me, ********************* or ***************************** in the ** ******** office to assist.

  Looking at your account, there is currently a credit of -$1090.30.

  If there is anything else we can assist with, please let ** know.

  Thank you.

   

  Regards,

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

  Regional Operations Manager

  Customer response

  06/05/2023

  [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. Thank you again for your timely response. I am happy to hear that the billing system is being updated! To be clear, Downeast employees have been kind, considerate, and prompt. It was the billing system that I had a complaint with.  
  
  Regards,
  
  ***************************

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Greetings, I contacted DownEast Propane to install new propane tanks for a new propane furnace I had installed at a rental unit in **********, **. Since I am a current customer at another residence, I thought this would be an "easy" transaction.Twice appointments were made to "set the tanks" and get the furnace working. Twice no one showed up. I never received any information nor did I receive a call to set another appointment. Absolutely, no contact was attempted from DownEast to **** called the local ***** ** office located on **********. *************) NUMEROUS times. Most of the time the line was busy. Other times, I waited and waited for a representative. The voice recorder suggests leaving a voice mail, however, the company VM is full and could not receive new calls. None of my calls were answered. I left at least 2 messages with the after hours messaging service. I even attempted pushing the button on their phone tree for an "emergency", even that went unanswered.I went so far as to drive to their office in Dover. The place was locked up. No note on the door explaining how to contact them. There was old mail on the stoop, it appears no one has been there in a very long time.Meanwhile, my tenant in the Barrington property is relying on an electric heater. I was fed up so I called a competitor (Rhymes Propane) and it turns out another larger corporation owns both DownEast and Rhymes (and possibly others) I have spent hours trying to get this company to respond. It is nearly impossible. Is there any way you can intervene and help me get DownEast Propane to respond? Thank you ***

  

  Business response

  12/30/2022

  Hi *** - thank you for reaching out and sincere apologies for any confusion and that you had difficulty contacting anyone at the DEE ************* As you can imagine as a result of the recent storm our phone queue has been operating at capacity but things have since calmed and there is no wait time to get through to our CSR's currently.  In regards to our *****, ** office, we currently only have drivers and technicians based out of there, our **************** Representatives have been relocated to our *********, ** office - we will ensure we have the appropriate communication posted on the front door to minimize any customer confusion - we appreciate that feedback!  The telephone number for Dover is still active as this gets directed to our CSR's regardless of where they are located.

   

  In regards to the installation of the propane tanks, I understand we installed the propane tanks yesterday for you (12/29) and that the local Service Manager has been in contact with you to notify you that there is some additional electrical work that is needed for the furnace.

   

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

   

  Thank you,

   

  - Your Friends at Downeast Energy

  Customer response

  12/30/2022

  [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

  09/22/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 1/9/2020 downeast energy in ************** ***** installed a new boiler and water heater in my home. They were paid $10,200 for this service of which I am attaching the contract and proof of payments. I had originally told the contractor ************************* that I wanted the less expensive cast iron option in the quotes, but he convinced me to go with the pricier boiler because of the 3 year service contract to clean it a $900 value offered in the contract we both signed at the time of purchase. They came once to clean it and have sent me bills for payment for the cleaning. When I called them and told them it was supposed to be included in my free service contract they told me to just ignore that bill and its for you next service contract when your 3 years is up. Well that **** has now amassed multiple late fees and is being sent to collections. I called them 30 times after that and was told someone from claims or a manager would call me back and never once received a call back. The next step I took was driving over to their office in ************** to try and straighten it out in person, my dad went with me and when we arrived there they refused to speak with us and said nobody with the authority to straighten this out was in the office- they refused to schedule a time for us to come back and sit down with someone with the authority. When I called the second year to schedule my second cleaning which was still included in my service contract they told me I had to pay $321.22 to get them to come out and for my second cleaning up front, which I did not do. They have given me not once any part of the 3 services for cleaning included in the contract they signed with me. I have called them over 70 times since then they always say someone will call me back but nobody ever once has. The last time I called back and they told me if you dont buy oil from us with a delivery contract we wont come clean it for you. I said you installed it but now wont clean it? No

  

  Business response

  10/28/2022

  Good Afternoon ******************,  First off, my sincere apologies for any frustration or difficulty you have had in getting a response from us.  We absolutely will coordinate a cleaning for your heating system as was agreed upon at the time the boiler was installed. It is common practice for many full-service fuel providers to refrain from performing service on heating systems fueled by another company due to liability issues, so that *** have been an area of confusion for our CSR's, however we absolutely will honor what was agreed upon between you and our sales representative and once again, my apologies for any trouble this has caused.  I have just requested the local Manager to reach out as soon as possible to you or If you are more comfortable, you can reach out to me directly at ************. Thank you again for your patience.

   

  -***************************, Regional Operations Manger

• Initial Complaint

  05/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was enrolled in the budget payment plan starting June 2021 through April 2022. This is an auto fill plan. Downeast Energy delivered on 9/29/21, 12/04/21, 1/5/22, 1/28/22, 2/23/22 & 3/16/22 the plan ended April 30. 49 days later on May 4 Downeast delivered 110 gallons of propane and charged me $5.709 per gallon. I was locked in for $2.69 a gallon and I still had over six hundred dollars pre paid on my budget plan that ended April 30. Downeast Energy had even installed a wireless monitor on my takes awhile ago, this all makes me feel like this was done intentionally and they refuse to rectify the issue and credit me the difference. I have spoken with two different employees and I have left messages with the manager ********************* to call me back stating that I feel this is a very shady way to do business and I do not feel that this is correct. I have not received any call back. If they did this to me, how many other people have they done this to?

  

  Business response

  01/26/2024

  Customer's delivery in question took place after his annual contract had expired.  The price reverted to a default rate that was higher than the contract price.  We always negotiate a new contract and credit back the difference in this scenario and our sincere apologies the manager did not call him back in a timely fashion to resolve the issue at the time.  I did see this customer is no longer with us so at this time I would consider this issue resolved.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a customer of ********************** for over 6 years. In the last 2 years, their prices for propane have skyrocketed. Today they are at ****** per gallon. Two other local companies I spoke to quoted me between **** and **** per gallon based on our usage of 275 gallons per year avg. When I asked downeast why they were charging so much more they said it was based on our usage. I pointed out those quotes were for the same average usage. She said it is because we use less than we used to, which is not true. I pointed out our usage in 2021 was 40 gallons higher than 2020 and she said that's not enough to make a difference on the price. Also, in Feb 2022 we ran out of propane. We got an emergency delivery and the delivery man told me he would not charge us $145 for the line check. When he handed me the **** that charge was not included. However, they have now added that $145 to my account and said that's not the drivers decision to make. Well, if that's the case then take it up with him! I was told we would not be charged and that was not on the **** he gave me when he did the delivery.

  Customer response

  04/29/2022

  [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,
  
  
  ***********************

*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. ↩