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 has 15 locations, listed below.

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  Downeast Energy

  18 Spring St Brunswick, ME 04011-2318

• 

  Downeast Energy

  63 Fourth St Dover, NH 03820-2900

• 

  Downeast Energy

  48 Bull Ring Rd Denmark, ME 04022-5310

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  Downeast Energy

  283 Whitten Rd Hallowell, ME 04347-3034

• 

  Downeast Energy

  1464 Pond Rd Mount Vernon, ME 04352-3521

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:12/28/2022

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:09/22/2022

  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.

  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

  Date: 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