Fuel Oil
Downeast EnergyHeadquarters
Complaints
This profile includes complaints for Downeast Energy's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 25 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/16/2025
Type: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.
Received 2 bills the same day claiming I had a past due amount of ***** with no explanation of what the charges were for. I had not received any services. So i contacted Downeast. I was told I was being charged this amount for my tank because I had not ordered their newly established minimum usage to waive this fee. Had been using Downeast as a propane provider for almost 30 years. Never used the amount of propane they are now claiming as minimum to waive the tank fee. It would be impossible for me to possibly use the minimum acceptable amount as I am a widower living alone. I feel this is a new, predatory policy that penalizes people for not using energy. It should be illegal and is another example of blood sucking companies trying to squeeze every dollar out of consumers.
Business Response
Date: 01/17/2025
Hello Mr. *******,
Our sincere apologies for the frustration - I have forwarded your message to the local manager who has tried to contact you. We will issue a credit for the charge.
We appreciate you reaching out.
Regards,
***** ********
Regional Operations Manager
Superior Plus Propane
Initial Complaint
Date:01/13/2025
Type: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.
To start this conversation I have had this propane tank for 11 years from DownEast energy .I Never had a problem with DownEast energy up till last year. Which I wasn't even aware of yet .I just got a bill on 1-4-2025 from Down East energy for $90. I have not ordered propane in a year. I called customer service explaining to them I did not order any propane. Why am I getting a bill ? They said it's because I haven't used enough propane. I was very confused . I never agreed to pay a bill for not using propane of $90.00. I new nothing about this charge of $90.00 . and then come to find out I was billed a year ago for this same charge of $90.00 Unaware my wife paid that ****. Thinking we ordered propane but we did not . I need the credit for last year of $90.00 and The credit for this year $90.00 applied back to my account And any other fees that maybe associated with this and that $90.00 fee be removed from my account so this can't happen again. As I have read So many customer complaints to the ******************** about this $90.00 fee For not using propane that fee of $90.00 was removed from the customer's account and the customer were apologized to. And that's exactly what I would like . I stress again I'm upset I was never told about this fee of $90.00 For not using propane and that's just wrong. Thank you for your help with this.Business Response
Date: 01/17/2025
Hi Mr. **************** sincere apologies for the frustration. I understand you have spoken with the local manager and were able to resolve everything.
We appreciate your business and look forward to working with you in the future.
Regards,
***** ********
Superior Plus Propane
Regional Operations Manager
Customer Answer
Date: 01/19/2025
[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
Date:12/18/2024
Type: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.
Regarding ***************************************** - Acct. #******* I have been ordering propane and have been paying with my credit card for this account for about 3 years, and can show screenshots of my bank statements with these charges as recently as August 2024. I have called twice to get propane before winter sets in, and both times have been told no, as my name isn't explicitly on their computer page. They've had no problem charging my card and this is the first time I've ever called and had them question me. I assume it has to do with the merger with another company and new management. Both times I have explained that my husband had a massive stroke which left him speech impaired so he cannot speak to them directly. I can show that (a) I co-own the property with my husband and (b) they have charged me in the past. I asked to talk to a manager, and was promised one would call me back, but they have not (it's been 3 days since my last call). Imagine being an elderly lady whose husband falls gravely ill and you can't get fuel in *********** in Winter. UNACCEPTABLE.Business Response
Date: 12/19/2024
Hello *****,
Our sincere apologies for any frustration this may have caused you. I understand the local manager, ******, has reached out to you and facilitated a resolution to have your name added to the account.
If you have any further questions or concerns, please contact me or ****** at any time.
Best Regards,
***** ********
Regional Operations Manager
Superior Plus Propane
Initial Complaint
Date:11/13/2024
Type: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.
11/01/2024 Charged ***** for a minimum usage charge. No fuel was delivered. Policy was never sent out explaining this. I am a Veteran. I want the business to discontinue this practice. On auto-fill.Business Response
Date: 11/15/2024
Good Afternoon ****,
I understand a local *** from our ******* office has reached out to you and refunded the charge as well as waived it going forward.
I'm glad we were able to resolve this for you as we truly appreciate your business.
If you have any additional questions or concerns, please contact us at any time.
Best Regards,
***** ********
Regional Operations Manager
Customer Answer
Date: 11/19/2024
[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
Date:11/13/2024
Type: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 ordered my propane tanks to be filled as I do every year. This year they filled the bigger tank and also the smaller one. I paid both invoices and then got a bill for $***** for a minimum usage charge, stating that the smaller tank did not need much fuel and so was under the amount they allow. This was never told to me and they went ahead and filled that tank and then charge me the minimum usage fee. I feel this is unfair to pay ***** for nothing. I have not paid this invoice yet.Business Response
Date: 11/15/2024
Good morning *****,
Our sincere apologies for the errant Minimum use charge - this should not have been applied to you since you took deliveries to both tanks.
We have immediately reversed the charge. I believe the local office also reach out to you via phone yesterday and left a voicemail for you.
If you have any additional questions or concerns, please call us back.
Best regards,
***** ********
Regional Operations Manager
Initial Complaint
Date:11/05/2024
Type: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.
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
Date: 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 Answer
Date: 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
Date:09/30/2024
Type: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.
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
Date: 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
Date:05/06/2024
Type: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.
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
Date: 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 Answer
Date: 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
Date: 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
Date:04/24/2024
Type: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.
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
Date: 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
Date:01/13/2024
Type: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.
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
Date: 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
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