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

  1 Putney Rd Brattleboro, VT 05301-6206

• 

  Dead River Company

  540 Northfield Rd Bernardston, MA 01337-9654

• 

  Dead River Company

  103 S Main St Brewer, ME 04412-2115

• 

  Dead River Company

  161 Portland Rd Bridgton, ME 04009-4210

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:06/27/2024

  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.

  I had one of dead rivers technicians do a yearly furnice cleaning on 6/5/24.when i got home to take a shower i had no hot water so i called the office an told them an they said i had no oil in tank. I had checked the gauge that morning an it read 5/8s so i told them i had plenty of fuel an they said the gauge must be broken because the tech had to pour in 10 gals of fuel to be able to clean it.so i asked if they could bring oil an said it would be a week an anything earlier would be a extra,150 dollars.i called a,different oil company an they said the would bring a 130 gals the next day. When they arrived my tank only took 90 gals an said i had plenty of oil in the tank.called dead river back an lost a afternoon of work waiting for them to arrive. Second tech said he had no idea what first tech was thinking that furnace was shut off an nozzle and line was plugged. They finally got it fixed an told,them shouldn't have to pay for cleaning because i bought 400 dollars worth of fuel i didn't need,lost a half day if work an had to go to neighbors to take a shower. Over the course of the last couple weeks i have recieved 3 different bills totaling over 400 dollars. I called office Again an they told me tech said fuel gauge was broken which was totally false.i told them i had been a good customer for over 20 years and that didn't seem to matter.they told me im totally responsible for the full bill.i told them i was,switching to a new co.,that didn't matter.also told them i would pay for parts but didn't think i should have to pay labor because this was all caused bye a inadequate tech,that didn't matter.not once did i ever receive a phone call from the company everything was done through email. In closing i will be switching to a different oil co.,they were some of the worst people i ever dealt with.

  

  Business Response

  Date: 06/28/2024

  Our Service Manager reached out to the customer on Thursday (6/27/24) and we agreed to split the service bill in half.  We will re-bill the customer for 1/2 of the original bill of $333.38, so the new bill will be for $166.69.  The customer agreed that this would be a good resolution concerning this matter.

• Initial Complaint

  Date:06/06/2024

  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.

  I was previously a residential propane delivery customer with Dead ********************** at my home in *******, **. Unfortunately, due to the sudden and unexpected passing of my husband last year, I fell behind on my bill with Dead River, which resulted in my propane takes being picked up from my home approximately a month ago, which were not even Dead River owned tanks, rather old Webber Energy tanks, who has been defunct for years. I also had just had 100 gallons of propane delivered by ****** a day or two prior to the tanks being picked up, so my propane was essentially stolen by Dead River. One of the guys who was here to pick up the tanks was also EXTREMELY rude and argumentative with me. However, that is not even the reason for this complaint. Anyway, fast forward to yesterday, 6/5/24, when I established service and had new tanks installed by another company. At the time of installation, it was discovered by the technician that gas was leaking into my home from the line that went to my gas range stove in my kitchen because Dead River had not capped off the line when they retrieved my tanks. This could have resulted in my death as well as the death of my pets due to carbon monoxide poisoning. I have actually been suffering from severe headaches since Dead River removed my tanks and I could not for the life of me figure out why, but NOW I have my answer. The technician from the company who installed my new tanks yesterday capped it off and I haven't had a single headache since. Thank GOD he caught this or else I might not be here. This was EXTREMELY gross negligence on the part of Dead River, which put my life as well as the lives of several dogs and cats in my home at risk.

  

  Business Response

  Date: 06/10/2024

  Management attempted to contact the customer and left messages on 5/13/2024 and 6/7/2024.  A second attempt to contact the customer was made 6/7/2024  at which this time a message could not be left.  We have not received a call back from the customer.

• Initial Complaint

  Date:04/26/2024

  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.

  Poor customer **********************

  

  Business Response

  Date: 04/29/2024

  I contacted ****************** regarding his complaint.  He was upset that he was not told by our service department that using the old contaminated oil from his old oil tank was not a good idea to put into the new oil tank that we had installed.  The salesman that sold this job should have pointed this fact out to the customer on the front end.  I apologized for the negative experience, and ****************** thanked me for responding to his complaint.

• Initial Complaint

  Date:04/20/2024

  Type:Sales and Advertising 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.

  Deadriver did not disclose that they charge for picking up their propane tank. After they pickup their tank because I informed them that I had switched companies they sent a bill a week later for doing so. Contacted the company 2 times in the last week with nothing resolved

  

  Business Response

  Date: 04/22/2024

  It is our policy to charge at tank pick-up fee and has been since 2022.  ******* was told that there would be a tank pick-up fee by our CSR when he called into the office the first time.  We will waive the tank pick-up fee today as a courtesy.

  Customer Answer

  Date: 04/22/2024

  [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:03/10/2024

  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.

  I contacted a representative through Dead River looking to convert our oil burner and electric hot water boiler to propane. On April 29, 2022 I was given quotes for 3 propane Rinnai wall units, a large unit for the living main area and two small units for the bedrooms, along with a water on demand. The overall quotes totaled $11,155 which included the wall units, the water on demand, and installation. While the two propane wall units and the water on demand are functional and efficient, the wall unit that was installed in my son's upstairs bedroom has emitted a chemical odor since the very beginning. We have had several of the company's technicians service the wall unit without success. I've also met with a representative from Dead River to formally complain about the unit. Technicians have given me several reasons for the odor which have included: dust, rodents, cleaning supplies, flooring, etc. In April of 2023, the company sent a technician to the house to remove the unit for servicing. Immediately after the unit was removed, the chemical odor dissipated. Dead River kept the unit for 6 months until I called in October requesting they reinstall it because winter was approaching. Once again, the chemical odor persisted. My latest visit to the company on February 16, 2024, I again expressed my frustration with the chemical odor coming from the unit and asked why it hasn't been replaced. The service manager stated that the company doesn't usually replace a unit because they "don't want to incur the costs". Apparently, Dead River is ok with customers paying thousands of dollars, but don't stand behind the equipment they install. Even though all units are currently under warranty, they have emailed me quotes to purchase a new wall unit. For the amount of money I have paid Dead River for the Rinnai wall units and water on demand, they will not be getting any more money from me. I will not continue to have business with a company that doesn't care about their customers.

  

  Business Response

  Date: 03/15/2024

  We are scheduled to install a new unit on Monday, March 18th at no charge to the customer.

  Customer Answer

  Date: 03/19/2024

  [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:01/27/2024

  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.

  About a week prior to running out of oil we called to have our oil filled. We were told it would be filled by Jan. 26th. On Jan 25th we ran out completely due to a leak caused by a loose screw; we called to ask for delivery that night as we no longer had heat. This wasnt possible as it was close to 5pm and they ensured via phone that the delivery would be the next day(26th). The morning of the 26th at 6:50am we received an email stating we would no longer be receiving an oil delivery that day due to the leak, this issue was resolved in the morning of the 26th with proof of service from the repairman. We then called heatable (still in the morning) and were told we were no longer on the schedule because they cancelled our service due to the leak. We informed them that the leak had been fixed and they said they would put us back on the schedule for that day. A few minutes after this phone call we received an email from the women we were on phone with saying that the delivery was being cancelled again due to weather conditions. *********** because we saw heatable trucks doing routes when we had to leave our home due to being cold.

  

  Business Response

  Date: 01/29/2024

  Customer placed a request for delivery on 1/19/2024, for a delivery on 1/26/24.On 1/26/24 the customer stated their oil tank was leaking and not to deliver. Due to safety concerns we canceled the order until the tank was deemed safe for delivery. Later in the day on 1/26/24 the customer emailed that their tank was fixed and we could proceed with delivery. Unfortunately due to weather conditions on 1/26/24 we had to pull our fleet of delivery vehicles off the road for driver safety. On 1/27/24 we made the delivery to the customer and delivered 79 gallons more than customer originally requested. We did not charge the customer for the additional gallons delivered, which is valued at $299.00. The customer appreciated the extra gallons delivered at no charge and is happy with the resolution. 

• Initial Complaint

  Date:01/19/2024

  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.

  2018 Propane heating system that was installed to replace old oil furnace. From year one A condensate back up issue has caused many no heat emergencies especially in the winter months. I've had multiple service calls for this, and ended up dealing with the service supervisor. This issue was never fixed and the supervisor told me it's probably an issue with the heat exchanger, but he over the next several years replaced other parts but the exchanger. So fast forward to 2023ish and I had another back up discovered during routine maintenance. The supervisor kept giving me one excuse after another, blamed it on the heat exchanger and said he would need to call ***** and see what they want to do next. After over 3 weeks he never called me back so I called him. By now the inside of unit is all *****, So the service supervisor once again came back and wire brushed the rust what he could out of inside of unit, and said he was going to replace more parts, but not the heat exchanger. So on 1/6/2024 I woke up to no heat again, water over the floor. Called the on call guy out. He finally got it going but had to leave the cover off of unit so water would evaporate. Told me the NEW SUPERVISOR would call me back in a week. to this day 1/19/2024 and 3 emails to the company later no one has called me back, and I still need to leave the unit cover off so water won't back up into combustion chamber. This is unacceptable as I've bent over backwards to work with company, and always pay my account on time. I'm tired of the excuses and guess work of what's wrong. I saw the system was dropped off the back of truck on to the ground the day it was delivered back in 2018. This is in my opinion what broke the unit in the first place. I want the whole thing replaced for free now. My account number is *******

  

  Business Response

  Date: 01/23/2024

  ****************** has agreed to have the unit repaired and not replaced.  The repair will be completed on January 25, ****.

  Customer Answer

  Date: 01/23/2024

  [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:12/26/2023

  Type:Billing 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.

  Dear ***/Ma'am:I signed up with Dead River Company for Propane delivery. because they offer 100 gallons free. But even though I am poor they require me to make payments of ****** a month. But my LiHeap applecation did not receive the necessary information. I already made 3 payments of ****** and cannot afford a ***** more. My new tanks from Dead River haven't been set yet, and received nothing from the company so far. Please cancel my Tank Installation and all accounts with Dead River Company. I will keep my old tanks and return to my old account with ********. Thank you for your services. -*******

  

  Business Response

  Date: 12/29/2023

  We spoke with the customer on 12/29/23 and addressed his concerns. We believe the customer is satisfied with the outcome, and this has been resolved to their satisfaction.   

• Initial Complaint

  Date:11/21/2023

  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.

  After several years of discontinuation of service there remained an empty LP tank that was never retrieved from my property. I called Dead River to retrieve their property that remained on my property. I personally moved it to the right of way. I made it clear that i was not paying the fee to remove it as it had been not picked up for several years. They now have billed $150 for this "pick up".I want this bill cancelled.

  

  Business Response

  Date: 11/22/2023

  The tank was removed on 10/26, we have removed the tank pick up fee and notified ***************** via email.

• Initial Complaint

  Date:11/06/2023

  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 was overcharged was I was quoted earlier. They continue to call me and send me letters that I owe them $56.36.I paid exactly what I was quoted, but they say I do not have anything in writing, because I called them from ******* before I ever got to Main in late June. I had kept a note on my calendar for the price for one hour and additional fee if it took more than an hour. That was my only record of the cost.I am 82 years old and I keep great records because this world has gotten so complicated. You have to keep good records to survive these time.

  

  Business Response

  Date: 11/14/2023

  This was a misunderstanding between estimated costs quoted to customer and actual cost at time of **********************.  In an effort to clear up misunderstanding, we have applied a credit to the customer's account for the disputed amount.

  Customer Answer

  Date: 11/14/2023

  [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,
  
  ***********************************