Complaints

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

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  Dead River Company

  82 Running Hill Rd Ste 400 S Portland, ME 04106-3218

• 

  Dead River Company

  PO Box 510 Farmington, ME 04938-0510

• 

  Dead River Company

  665 Elm St Biddeford, ME 04005-4420

• 

  Dead River Company

  114 Main St Ashland, ME 04732-3428

• 

  Dead River Company

  177 Turner St Auburn, ME 04210-5131

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:04/02/2025

  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.

  Dead River was coming weekly to fill up our propane tank and charging us every single time. We would always wonder why they were coming so much when we still had plenty of propane in our tank. We had to ask them to stop coming as frequently, as the propane lasts us a while. They haven't been to our house in about a month since we asked them to stop, and since they billed us so much weekly, we are still catching up on payments. We are NOW running out of propane, and they refuse to come by and re-fill when we actually need it because they want our full payment.... we have been paying every single pay period just to catch up from their unnecessary visits. The woman on the phone, named ******, couldn't care less and told us that they wouldn't be coming to fill up our tank, even though we are getting a snowstorm tomorrow and risk not having any heat, and told us if we run out they are going to charge an extra $100. I have read so many complaints about them overcharging people. We are switching companies because of the rudeness and inconvenience they have caused us. It's completely unacceptable and they should absolutely be penalized for it.

  

  Business Response

  Date: 04/11/2025

  We attempted to contact the account holder by phone provided on the account but the voicemail box was full. We also emailed the address provided on the account and havent received a response back at this time. A delivery of 66 gallons was made to the location on 4-4-25. No delivery fees were applied. This location did not runout of product. We would like an opportunity to discuss this matter further with the account holder.

  Thank you!

• Initial Complaint

  Date:03/13/2025

  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 am 100% sure Dead River is over calculating their heating oil delivery. Example: tank requires 100 gallons to top up, they say the tank required 150 gallons to top up. They are either straight up lying or their trucks are not calibrated correctly.

  

  Business Response

  Date: 03/19/2025

  Hello,  I have tried to reach the customer by phone and email to resolve the issue and ask that they call the office to discuss.   Thank you    

• Initial Complaint

  Date:02/18/2025

  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.

  They refuse to provide an emergency situation to provide us oil. My father is elderly and gets sick very easily in the cold. We ran out of oil, and he makes too much to get assistance either. They don't care at all about what health issues you have or your situation. They need to be held liable or something for causing my dad to get severely ill for their lack of care and consideration!

  

  Business Response

  Date: 02/19/2025

  Good morning,

  We could not locate a customer by this name in our system, nor are we aware of the situation referenced. If they wish to discuss this matter further, we kindly ask that they contact us directly so we can assist in identifying the relevant account.

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

• Initial Complaint

  Date:02/07/2025

  Type:Customer Service 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.

  Dead River is refusing to continue to fill my oil tank because one of their oil delivery technicians incorrectly asserts that the oil tank needs to be sitting on concrete blocks. I'm likely now going to run out of oil before I can get another company to fill my tank. I had the tank inspected and there is absolutely nothing wrong with the foundation that it's currently sitting on.

  

  Business Response

  Date: 02/11/2025

  Good morning,

  
  I apologize for the frustrations you are experiencing with your deliveries. I would love an opportunity to address your concerns so please give me a call at ************ and ask to speak with *******.
  

  Thank you,
  *******  
  General Manager

• Initial Complaint

  Date:01/28/2025

  Type:Customer Service 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 1/16/25 I called Dead River Company because my house was not heating. They came out and replaced a TACO Cartridge Circulator 007-F5-7IFC for my propane boiler. When the bill came I was surprised that the cost of the small part was $340.92. I went online and found the exact same part was being sold by ********** for $99.58. That is a difference of $241.34. Usually when I compare prices to various companies the prices are similar. I am 64 years old and I have never seen a discrepancy like this one. I have also never filed a complaint like this. I have already paid the bill to avoid a late fee. Maybe Dead River will change the price of the part and credit our account for future propane expenses. A local business sells the same part for $129.95. My name is ******* ******* and my phone number is ************ and I am on the account. The bill came to my son ***** ******* via email. His number is ************. I have already contacted other propane suppliers and plan on switching to a new company this spring. I did call Dead River and the secretary contacted a supervisor and then told me there was nothing they could do. I was not allowed to talk to a supervisor.

  

  Business Response

  Date: 02/03/2025

  We spoke to the customer and adjusted the price for the service work on January 16th. The customer had already paid the service invoice and asked us to leave the credit on the account for future use.

• Initial Complaint

  Date:01/27/2025

  Type:Sales and Advertising 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 Friday, January 24, 2025 I called Dead River Brattleboro, ******* to request an emergency oil delivery. A service that I would pay $150 on top of the oil itself. The oil was nearly empty. Dead River called me a few hours later to state that they will not be delivering the oil. The house ran out of oil and I had to fill the tank with diesel and restart the furnace. This is the second time Dead River has done this. The first time was on January 1, 2025 when I was informed that my house had less than a quarter tank oil.I used to have automatic oil delivery but I am currently in the process of evicting the tenants and switched to will call. I have informed Dead River that I am in the process of evicting the tenants and do not want auto delivery at this time. Since I changed the account to will call the service has been unsatisfactory. I have always paid my bills early or on time and this is the kind of service a reliable customer receives.

  

  Business Response

  Date: 01/29/2025

  Attempted to call customer, but they were busy. 

  Followed up with an email, but no response. 

  Attached email sent to customer. 

• Initial Complaint

  Date:01/26/2025

  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 have been purchasing fuel through their subsidiary, Heatable, for four years now. Its convenient, usually arrives within a few days. Its been great. This season the app stopped working for me. I emailed them and the nice lady responded with the fix, which got me back up and running. I ordered my fuel and they quoted me 15 days. This was the beginning of the season and not too cold so not a big deal. My second fill up, knowing the delay, I ordered at 3/8ths. They quoted nine days during single digit weather and I cant find a number that they will answer over the weekend while now out of fuel on a Saturday (one week after the order) and a few more days before their quoted deliver date of Monday.

  

  Business Response

  Date: 01/27/2025

  Hi ******,

  Your deliver by date is for January 27th 2025 and I can confirm that you are scheduled to receive you delivery today as promised. Our office hours are Monday-Friday 8:00am to 4:00pm 

   

  Thank you from the Heatable Team!!

   

• Initial Complaint

  Date:11/05/2024

  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.

  We purchased a new home July 2024. We contacted Dead River to come to this home to inspect and service the boiler and oil tank. This service was completed on 9/6/24.On 8/19 we received an email with an estimated quote of $365.00 for service ("depending on how clean the furnace is it may be less than that") sent by *** *********. The technician that completed the job also quoted around this as well, plus $100 for the tank replacement. We were told that everything was clean and functioning well. The next day we turned on the heat and one of the zones in the home was overheating and not shutting off.We received our first bill for this service around 10/19/24 for the amount of $662.45 with a due date of 11/2/24. I called Dead River x 2 asking for a return call to discuss the vast difference in pricing.The next day I received another bill stating that the bill was overdue and needed to be paid immediately. I again called Dead River and inquired about the price difference and why the bill was stating it was overdue. I was told that no one should be giving quotes and that the price was what it was. I received yet another bill stating that the bill was overdue and our services were on hold. I called again, stating I was very unhappy with having to call multiple times for a return call. I was told I could make a payment plan, pay $400 and then the remaining in a month. Still no offer of explanation of price difference. We had another company, Huckleberry, out to the home to evaluate the zone issue (paying MORE money to resolve this). They reported that one of the zones (the one malfunctioning) had no IFC circulator/check valve that the previous technician missed. I called Dead River again on 11/1/24 and reported this and was told I would receive a call from the Field Supervisor. I called back on 11/5/24 as I had not received a return call and was told there was no record of this call. I am awaiting yet another call from the office manager.

  

  Business Response

  Date: 11/06/2024

  Good afternoon - 

  I spoke with his customer today and I apologized for the delay in getting back to her re: her billing concerns. We have gone ahead and credited her account so the service call in question (amount owed) is $365. I will also be speaking with our ************* Manager about the style of circulator the other service company told the customer was the cause of her too much heat call (that took place after our initial call).

  I am sorry for the untimely communication and for this poor customer experience.

  Customer Answer

  Date: 11/06/2024

  [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:07/26/2024

  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.

  We found out our 1000 gallon propane tank should be replaced. It is 27 years old and did not pass the required Cathadic test. It is owned by Dead River. The information we researched states the life of a tank is 20 to 30 years. Dead River should have been regularly testing the tank and did not. In addition it was rarely checked by Dead River unless we called about an issue ( 2 gas leak smells in past 5 years). We approached them about replacing the tank. They stated they can do so but we have to pay to excavate it and backfill which we are ok with. However they are telling us if we replace all the gas piping as well that we have to pay fir the piping and labor. $3200! Our understanding so far from researching other NH propane companies who own the tanks is that they the company are responsible for the tank, the piping and the system. We do not see anywhere that the homeowner is responsible for gas piping when they do not own the tank. Please advise.

  

  Business Response

  Date: 07/29/2024

  Good Morning - 

  I've had a chance to review your account with our Regional Director of Operations and our ************* Manager this morning. I was away on vacation and out of the office over the past seven business days. I am back at work know and I wanted to ask you if I could arrange a time to meet with you on site at your home? I could plan to meet you, along with our ************* Manager, as well as an independent third party (if this would be alright with you?) that might be able to advise and share professional feedback on your existing set up and a new propane (tank & line) distribution system.

  If you are open to scheduling an in person meeting, I'd love to meet you to be able to walk the site, discuss your concerns regarding the existing underground tank, and talk through who's responsible for the underground gas line that runs from the tank to where it enters your home.

  I appreciate your time and I hope to speak to you soon.

• Initial Complaint

  Date:07/10/2024

  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.

  On July 8 we ran out of propane due to a faulty gauge on the propane tank. I called Dead River to see what they could do to help remedy the situation since it was their equipment failure. The manager informed me it would be $250 in fees in addition to the charge for the propane. After multiple phone calls and being blamed for letting the propane run out the manager reduced the fees to $75. The manager assured me that the driver would check to see that the gauge was working properly. The truck arrived in the afternoon of July 9 as expected. We greeted each other cheerfully but then the Dead River worker looked at the gauge and yelled to the other worker, Yep, its empty! I directly asked him why it read 10%. He said something must be in my way it read 0%. The interaction was beguiling at best. At no point did Dead River take accountability for their malfunctioning gauge nor did they make any attempt to correct it. Furthermore, they profited from their malfunctioning equipment.

  

  Business Response

  Date: 07/12/2024

  Spoke with customer today regarding the concerns relating to the latest delivery. We have credited the delivery fee and will be changing out the tank gauge (no charge). 

   

  Customer Answer

  Date: 07/19/2024

  Better Business Bureau:
  
  Speaking with *****, the local general manager, at Dead River was unlike the other experiences Ive had with Dead River.  She acknowledged my situation without blaming me.  Though I wish this outcome had come sooner with the manager before her, I am satisfied with the outcome as a whole  

  Regards,
  
  ***********************