ComplaintsforEastern Propane & Oil

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a house which had eastern propane as the propane provider. The furnace was leaking from the relieve valve and everyone we spoke to told us it was the expansion tank. As a part of the closing we told the sellers they needed to service the furnace (which included an annual service and fixing the water tank). The receipt provided showed the technician said the water leak was resolved. When we moved in the leak was continuing. Eastern had sent out 2 techs and replaced 3 parts but none were the expansion tank. The problem continues and they refuse to acknowledge they missed the problem. The parts and service cost was almost $600 and neither tech opened the furnace to check the expansion tank. When we changed providers this week the tech said immediately the expansion tank needs to be replaced. Eastern again refused they missed anything and will not service without charge although they had 3 opportunities to address the issue and 2 of them I told the tech that the expansion tank needs to be replaced which they did not due. They also charged us $2 more per gallon than any company in the region and we had to call to get it lowered. They let us run out on auto deliver in the middle of the winter and only gave a $25 credit for 4 hours of us with no heat and hot water and the house getting to 50 degrees. They now are charging $100 for a tank pickup fee. I said fine we’ll keep the tanks and they won’t allow it so they are forcing us to pay $100 with no option. Eastern has screwed us out of almost $1000 at this point and refuses to take responsibility for their errors or fix a problem that they new about and refused to address.

  Business response

  05/13/2022

  Eastern Propane & Oil and Jim resolved his concerns over the phone yesterday.   We thank Jim for reaching out and bringing these items to our attention.

• Initial Complaint

  03/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Since the spring of 2018 I have been trying to get Eastern Propane to remove their tank from my property and close out my account . After repeated requests they have failed to do so. In July of 2018 their service person removed the regulator and other hardware but didn't have a truck big enough to move the (30 year old 500 gallon) tank. In the fall of 2020 I tried again to get this resolved and they eventually sent someone out who removed 200 gallons of propane from the tank, but again left the tank rusting in my yard. Today I received a $230 bill for "tank rental". Obviously I am not not willing to pay anything for the privilege of storing eastern's trash. Though most of the gas was removed there is still pressure in the tank, so aside from being ugly it seems like a potential bomb sitting behind my house. I want the tank gone, and I want Eastern Propane out of my life without any more spurious bills.

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2022/03/31) */ The Eastern tank at ** ***** **. in ***** was removed today. The annual tank rental was also credited. We thank Mr. ******** for bringing this to our attention again as we were not able to remove the tank on our last attempt. Penney M****-AVP Customer Care

• Initial Complaint

  02/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This about an issue with a ****** domestic boiler that is providing heating to 3 units and hot water to 2 of those 3 units. The heater failed with an error code during the night of Feb 6 and 7. The morning of February 7th, a Monday, we called the servicing company, Eastern Propane Oil&Gas, who promptly sent a technician to service the heater. The technician, after spending about 1 hour, said that in order to repair the boiler he needs a part which is not available until Wed or Thurs and that we would be without heating or hot water until then. We and our tenant (one of the apt is fortunately empty at the moment), waited without hot water or heating. We called in on Wed to be told that the part had not come in. Same story on Thursday. Finally, Friday Feb 11 a technician from Eastern comes to the house at 3.30pm, only to realize that he is missing other parts and that these parts will not be in until next Wed, which is 10 days after the initial call. This means that 2 families have been without hot water or heating in the middle of winter for 10 days. We understand that there might be a supply chain breakdown, but we also realize that Eastern is not doing a proper job of ensuring the well-being of their customers. For example, the sensors that were found to not be working during the second visit, could have been ordered together with the initial part, so as not to have to wait for 5+5 days for them to arrive. It seems that rather than play safe and do everything in the best interest of the customer for such an important system of the house, they have shown quite a lack of professionalism. If they are not able to repair effectively and in a timely manner a heater they are servicing and providing fuel for, they should have communicated it to us right away so that we would have found another timely solution. We are now on day 5 of being without heating and hot water in the middle of a *** ******* winter.

  Business response

  03/07/2022

  Business Response /* (1000, 5, 2022/02/22) */ Eastern Propane & Oil is working diligently with Mr. **** to get heat at his location. It ended up being more than parts being replaced, but rather the actual boiler being replaced. The middle of winter is not the ideal time for heating equipment to break down, so we do understand his concern.

• Initial Complaint

  01/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  As a short term customer of theirs for propane, I received a phone call from their office stating that I owe them for something from close to over a year ago. I told her that they have made a mistake and that I did not agree to any charges or fee's so I explained that she is mistaken and immediately after that her attitude became aggressive and threatening. I have neither signed nor agreed to any of what they are stating I owe them for. I have since received a call today at 10:00am on Wednesday the 19th of January from a person by the name of "**** ********* with ******** ******** Stating that they were paid by Eastern Propane to collect this money for said matter. I explained to "**** ******** that this is an error and that i am not responsible for this charge, I also asked him to provide me with his documents stating the proof that I legitimately owe on this matter and he informed me that he would not provide me with anything, I then informed him that I wish to not receive phone calls from him or their business again, He replied back that " he will call me right back again".

  Business response

  02/09/2022

  Business Response /* (1000, 5, 2022/01/25) */ I spoke with **** on 1/20/2022 in regard to his concerns. We went over the service billing for the repair of the heater. He is going to review this with his landlord and get back to me. All information including copies of invoices and details of the service call were sent to ****'s email. Thank you.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Eastern propane is running a scam! Delivering to customers when no history proves a customer would need propane. They are delivering when the price is at the highest!!! I haven't needed propane for 7 months. Got a delivery on 10/6/21 and went back on auto delivery at that time. Previous to that I ran out of propane when I was on auto delivery because they AGAIN screwed up. So I went off it so they would have good history. In the last year and a half I had deliveries on 1/13/20 for 90 gallons. 11/25/20 100.3 3/4/21 39.3 and 10/6/21 70.4 So where would anyone with half a brain think I would need a deliver on 12/10/21 for 33.2 gallons at 5.4400 per gallon???? It's a scam! When the price is the highest they deliver even when it's clear the customer doesn't need it!!! I want this bill written off to Company Scam!! I of course called and the rep understood completely and did take $50 off the $180.61 bill. She could clearly see I did not need a delivery. So now I'm off auto delivery due to their stupidity/creed/scam they are running!!! **** *****

  Business response

  01/12/2022

  Business Response /* (1000, 5, 2021/12/14) */ Contact Name and Title: Penney M****-AVP CustCare Contact Phone: ************ Contact Email: ******@eastern.com The dispatcher was overly cautious when she changed the account from will call to automatic delivery due to the uncertainty of product used for a fireplace. Fireplaces are unpredictable as customer usage varies drastically depending on how often a customer turns it on during the season. Deliveries are generated strictly on a degree day heating system and price is never part of the equation. There was a $9.96 cent price increase difference for this delivery vs the one in October. They did receive a courtesy credit of $50.00 which more than covered that increase in cost. Thank you. Consumer Response /* (3000, 7, 2021/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've always had a fireplace. Look at previous history on the account. Does it ever show high usage? No I go months and months without a delivery. And don't say you use degree days. We've had the warmest fall in years. The dispatcher needs to be be ready trained!!! It's a scam to deliver in 2 months at your highest rate. I work for a gas company for 37 years. I'm well aware of degree days etc. I'll take this to the Attorney Generals office! This bill is not being paid! I want it written off as an error on your part not mine. Consumer Response /* (2000, 10, 2021/12/15) */ My issue with Eastern Propane #XXXXXXXX has been satisfactory resolved. I know longer have this issued and are very pleased.

*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. ↩