Complaints

This profile includes complaints for Downeast Energy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Downeast Energy

  18 Spring St Brunswick, ME 04011-2318

• 

  Downeast Energy

  63 Fourth St Dover, NH 03820-2900

• 

  Downeast Energy

  63 Fourth St Dover, NH 03820-2900

• 

  Downeast Energy

  14 Depot St Kennebunk, ME 04043-7038

• 

  Downeast Energy

  8 Railroad Sq Yarmouth, ME 04096-7938

The 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:01/13/2024

  Type:Service or Repair Issues
  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

• Initial Complaint

  Date:12/23/2023

  Type:Delivery Issues
  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.

  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

  Date: 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

  Date:12/17/2023

  Type:Service or Repair Issues
  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.

  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

  Date: 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 Answer

  Date: 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

  Date:11/28/2023

  Type:Product Issues
  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 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

  Date: 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 Answer

  Date: 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

  Date:11/05/2023

  Type:Service or Repair Issues
  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.

  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

  Date: 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 Answer

  Date: 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

  Date:10/17/2023

  Type:Service or Repair Issues
  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.

  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

  Date: 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 Answer

  Date: 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,
  
  *************************

• Initial Complaint

  Date:09/29/2023

  Type:Service or Repair Issues
  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.

  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

  Date: 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 Answer

  Date: 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

  Date:08/03/2023

  Type:Service or Repair Issues
  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 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:06/25/2023

  Type:Order Issues
  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:05/19/2023

  Type:Product Issues
  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.

  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

  Date: 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 Answer

  Date: 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,
  
  ***************************