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:09/07/2023

  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.

  Dead River and I have a valid service plan started 8/20/23. This service plan covers the annual system tune up. On 8/28/23 Dead River performed the tune up. They then double charged the tune up. My paid service contract is for $374.95. They have charged me an additional amount of $333.90 for the tune up. When I called customer ********************** twice: 9/5 ***** and 9/7 ******* they communicated that Dead River would be terminating my service contract some time in October. This is disappointing as I was told Dead River would service ***************************** customers, and Dead River sent me the bill and I paid it for the service contract. I want the $333.90 crediting now. Then when they terminate by service plan in October because I am a gas supplied customer and they do not sell me the fuel, thus they do not want my service business, they can give me a prorated refund on the service contract which should be a legal agreement between both parties. ******, the service supervisor, as yet to call me back, thus my reaching out to you. To be clear, I have paid Dead River $374.95 and they have be invoiced for an additional $333.90. The only service provided to date was a two hour annual tune up with no parts supplied.

  

  Business Response

  Date: 09/08/2023

  We spoke with the customer today and explained where the error occurred. We have applied a credit on the customer's account for the ********************** work that was performed. The customer appreciated the quick follow up. We believe this has been resolved to their satisfaction.   

  Customer Answer

  Date: 09/11/2023

  [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:08/07/2023

  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.

  Dead River delivered propane and oil to our home over the winter and spring of 2022-23. Normally, we are able to pay it all in one lump sum, as we have always done. But this past winter/spring, DR over-delivered, claiming that the colder temps were making us use more propane. We have both propane and oil delivered to our property but it's only the oil that is used to heat our home. The propane is used to keep our out building at a steady temp just above freezing so the tools, batteries for the tools, and any liquids out there don't freeze. So no one was out there cranking up the heat. In Feb., just before my father had a heart attack, he called them and told them not to deliver any more. But they did, in March, along with more oil, resulting in an even higher bill that was impossible for a retired veteran to pay all at once with a fixed income. So I contacted fuel assistance for help and filled out the forms for them. A couple weeks later, in April, we get a bill from DR for $279.95. The way it was worded, I thought that was the balance, thinking fuel assistance kicked in, so I called in to pay it. No, apparently it was DR saying we have to pay that or the propane will be disconnected and we need to pay the full balance of over $3,000. I told the woman I spoke with there was no way we could but I could do a payment plan. She asked how much. I said, well, I was prepared to pay $279.95 so how about that? She agreed, and I went on the plan and have paid it every month since and have the bank records to prove it. Despite that, we are getting threatening letters from them claiming they will shut off our fuel if we don't pay in full and have sent the account to a collections agency, even while we are still making our monthly payment as agreed back in April and started in May. I call in to explain that and show proof but the proof gets ignored and I get an argument from the woman I set it all up with, even though the bank and account records show I'm clearly on a plan.

  

  Business Response

  Date: 08/11/2023

  On several occasions Dead River Company has contacted **************** to work with her to address her concern regarding her fathers account. Out of respect for Ms. ******* privacy and her fathers, we cannot go into details except to say we are here to work with her.

  Customer Answer

  Date: 08/11/2023

  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: 08/14/2023

  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 # ********.

  Dead River Company has not contacted myself or my father in any way save leaving two threatening letters at our door and mailbox that they will shut off the propane to our outbuilding if we don't pay in full.  I, myself, have contacted them by phone in response to the letters to reiterate that we are on a payment plan because we cannot pay in full, something I have demonstrated proof of to them that was set up back in April 2023.  When I do call them, the woman (I think a ******* or *********?) I am speaking with in accounting goes silent when I tell her we're on said payment plan and stays that way, not acknowledging me until I say "hello?" because I'm not hearing anyone on the other end.  Once I say "hello?", she just repeats that she wants all the money in full.  She won't acknowledge the payment plan.  I don't know if the call is being recorded and she thinks not acknowledging the payment plan helps DR in some way, but I have actual physical proof of the payment plan as demonstrated in our bank records and through the DR ************** Even if they are threatening to shut off the propane and the cost to keep it on is $279.95, I'm already paying that every month with the plan anyway so there should be no reason to shut it off.

  Regards,

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

   

   

  

  Business Response

  Date: 08/15/2023

  Unfortunately, the attempts by Dead River Company to resolve this matter remain unsatisfactory to ****************. To further protect the privacy and personal business of the customer, ****************, we cannot go into further detail on this platform. We remain ready to work on a mutually agreeable solution to this matter.

  Customer Answer

  Date: 08/15/2023

  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 # ********.

  It's unfortunate Dead River is unwilling to acknowledge the payment plan and threatening to disconnect our propane all while they are continuing to receive $279.95 each month from us, as I demonstrated in our account statement from their company and our bank statements.  In April, 2023, the total bill was $3,788.03.  As of today, August 15, 2023, the bill has a remaining balance of $2,775.83.  We will continue to make payments of $279.95 each month until the bill is paid off, as we agreed to back in April. 

  
  Regards,

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

   

   

• Initial Complaint

  Date:07/12/2023

  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 company is insane! We got offered by them to have our 2 yr old furnace to be under there insurance. They said they will send a guy to check for insurance purposes. *** came. 8am. Mind you our new furnace hot water was working very well. He came, did sorts of thing. Then he suddenly had to run our water almost 30 min twice to test the hot water i was like why? And then he said if it still dont work he had to go do other things. After 3 hrs he said its all set. So he left around 4 our screaming kid needed a bath. We run our water. NO HOT WATER! so they broke our new working furnace. We called. They said they will get back in an hour. An hour came, nothing still called again they said they will escalate. Another hour. I am so angry that i am going to take this further if we dont get a service tonight. Our water bill will be high because of them running it a long time. Then we paid them 300 bucks to end up with a broken furnace which cost us 15k. We are still waiting after 2 hrs now. This is really a rip off and a very bad company!

  

  Business Response

  Date: 07/13/2023

  We spoke to the customer this morning to talk about the no hot water call from 07/12/2023. We were out during the day of 07/12/2023 to do an annual maintenance along with an inspection of the unit to qualify it for a service plan. The on call technician was on site for another call when the no hot water call came in. The technician had troubles relaying this to the answering service or customer which resulted in a wait time. We responded to the no hot water call on their boiler last night and remedied the issue. We explained that we would take care of the bill for this no heat call that occurred. There will be no charge for this call. 

  Customer Answer

  Date: 07/13/2023

  Still very bad response by business but issue has resolve. Still wont recommend after this chaos
  
  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:06/20/2023

  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.

  In May, this business called to schedule a furnace cleaning. I had specifically asked at this time if it would be covered by the service plan that was provided with the furnace we had purchased and had installed last June (2022).The person I spoke with indicated that it was going to be covered under this service plan as provided on furnace installation. I specifically asked that if I cancel the service plan renewal for this service would be covered by existing plan. Answer was yes.Fast forward to today. I get a notice to renew my service plan. Considering the furnace is less than 1 year old at this time I ask to cancel this plan.They send me over to the service department, as the customer care person is not sure if the upcoming cleaning was covered or not.Talked with the service department and the prior person (Scheduler) had made no notes about it being covered by the service plan sold with the furnace. So they had to ask a manager. Called back and no, the scheduled service would not be covered by plan sold with Furnace, only be renewing plan.Which is the exact opposite of what I was told by the scheduler.This company has taken major steps backwards in customer ****************************** this with issues of them seedling randomly changing delivery days to my town, causing an order I placed to be delayed for a week during cold (sub freezing temps) makes me wonder if they want customers at all

  

  Business Response

  Date: 06/21/2023

  We spoke with the customer on 6/21.  We apologized for the  miscommunication.  We will be performing the annual tune up under the previous service plan.

  Customer Answer

  Date: 06/21/2023

  
  
  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. 
  

  I appreciate the ability of them to respond to complaints, but have to wonder why it needs to be escalated to this level to resolve miscommunication.

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

• Initial Complaint

  Date:02/07/2023

  Type:Delivery 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.com touts their "Our Promise", "Delivering on A Promise" on their About Us. They show a picture of a delivery driver delivering fuel in a snowstorm. I ordered 175 gallons of #2 heating oil and 200 gallons of propane on 2/3/2023.Dead River failed to deliver both. One of the delivery drivers (Propane) drove right up to my house and then left shortly after. I received a voice mail stating that I need to clear a path to my tanks which is absolutely ridiculous! Their delivery driver refused to walk through a few inches of snow. I'm located in another state and don't have access to the property to create a path to the tanks by removing the few inches of snow on the ground. Dead River is falsely advertising that they deliver.

  

  Business Response

  Date: 02/13/2023

  Dead River Company takes the safety of our drivers very seriously. We ask that our customers do their best to clear their driveway of snow or other obstacles and a path to the oil or propane tanks to allow the delivery drivers safe access. In this case,the customer, who lives out of state, did not clear his/her driveway or a path to the tanks. After he/she made a complaint directly to Dead River Company,contact was made and arrangements were created for the safe delivery  of the desired fuel oil and propane the following day.

  Customer Answer

  Date: 02/13/2023

  [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:02/01/2023

  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.

  We were 2 months behind on a payment due to a check not clearing. We received no notice from them by phone. They state that a letter was mailed last week however we are not able to find this. They also state that they called us however cannot state what day they called on and there is no record of a received call or voicemail left on our phones. They came and disconnected our propane yesterday without notice, and did not even knock on our door to tell us it was happening until we noticed our oven wouldn't turn on. We contacted them immediately and it took several hours for them to resolve the issue and be able to take payment. They didn't come to turn the gas back on, and today when we called to find out when they would they stated "probably not today, maybe tomorrow." ******** line also connects to a backup heating device in our kitchen in the event that we lose power. To turn off our gas over a $200 bill with little to potentially no notice in the winter in ***** is unethical.

  

  Business Response

  Date: 02/03/2023

  Customer received four different notices by mail of the outstanding balance along with 2 phone messages.

  No response to any of our attempts to contact - prior to disconnection were made.

  After the service disruption we did speak with one of the account holders who verified accuracy of our records for mail and phone.

  Once the account was settled on January 31, authorization was given to reinstate service immediately. 

  The service department indicated service would be reinstated today, February 3.

• Initial Complaint

  Date:01/16/2023

  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 have had a lot of problems with dead river servicing my furnace and having it break right afterwards. Last winter the furnace was not working and a tech came to repair it. However, after he left we could not stop the heat from running upstairs and it was 80 degrees. Because of the high price of oil we were concerned that we would run out before we could afford more. Dead river sent a tech a few days later and he told me the first tech had made a mistake wiring the furnace and fixed it. I had to argue with dead river about weather the return visit was a separate issue or not. They finally agreed and delivered oil early without an extra charge since we had wasted so much of it. They serviced the furnace in September and said it was in good working order. But after running out of oil before a delivery I went to go bleed the pips and the restart button was obviously broken. I could not restart the furnace and had to call them in on the weekend to fix it. The person I spoke with when I called for help said that it sounded like a follow up call since it had just been serviced. However, they pretended that having a broken part was not part of the servicing of the furnace and charged me extra money for coming out on the ************ the cost of repairs. I called them and complained to their manager who took $200 off the bill. I got sick of them and started getting my oil delivered by ****** instead. This weekend we started to smell a creosote smoke like smell in the house that got worse as they day went on. I had called the fire department and they told me to call 911 and leave the house immediately. They came and said that they was some kind of exhaust coming out of the furnace and turns it off. They had found low traces of CO2 in the upstairs bedroom where my two year old had been playing. They checked her and said that her oxygen levels were fine but why would have happened if we had not called the fire department and the problem got worse? They told me to call the service company and have them check it. I called dead river and ****** to get somebody to come a get the heat running again. My husband had tried turning it back on in the morning but turned it off saying it was smoking. ****** tech came and said that dead river had not cleaned the product properly and took pictures showing the build up of junk in the pips that should have been cleaned out during the service in September. The tech from ****** said that part should have been cleaned when they serviced it but had not. I have attached the photos of the dirty parts and all the invoices from dead river related to this case. I am waiting to get the *** report from the fire department but the fire ********* he send me a copy.

  

  Business Response

  Date: 01/19/2023

  We spoke with the customer today, and explained the work that we had performed where we had replaced the igniter, and the primary control.   We apologized for the call call back where the boiler was not operating properly,  and we agreed to apply a credit for all of the work performed totaling $771.85. The customer wanted us to take care of the existing balance of $147.21 which would leave a credit of $624.64.  The customer then requested a propane delivery of 45 gallons at $3.79 per gallon totaling $170.55.  After we deduct this amount from the credit of $624.64 the total credit we refunded to the customers credit card on file was $454.09.  The customer appreciated us reaching out, and we believe this has been resolved to their satisfaction. 

• Initial Complaint

  Date:01/05/2023

  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.

  My name is ***************************, I am a 50 year old disabled woman,and i Receive fuel assistance from tri county cap. Dead river makes huge mistakes with giving the customers what they need/want, and than blame the customer and charge them for the mistake. First major s**** up with me was I called them on 12/02/2022 to get a refill of propane for my cooking stove. I told them specifically that I only wanted what I had as an available credit. The employee that came out filled it instead. I didn't ask for it, I'm not paying for it. Which they are sending me invoices every week of $122.83. Fast forward to 01/04/23 I called them to tell them I was completely out of kerosene and that my home was an icebox. the office manager said that could not be possible, seems how we just filled it on 11/30/22. Well that's interesting, because I called two weeks before Christmas to have you guys top it off, they never showed up and I haven't received any invoices left on my door since the beginning of last year. She told me go and look at the tank, it was clearly marked empty. I was than instructed to take the long probe out of the tank and drop a stick down into it. I know when something is empty. So she responds with it has to be your heating system, not the absence of kerosene. The service calls are well over $200 and cap will only pay up to $200. I have no extra money to spare, They come and fill my tank, when i told them i would not be home until after 3:30 pm. The continuous banging on my door kept my dog riled up that was inside. They said they heard voices, which was my tv I leave on for her. They had to return because it needed to be Prime started, charged me an additional $50. The heat went off again approximately 9:00 pm. Called dead River back, and they said if we come back out, you are going to have to give him some money. You have already charged me $50 and it didn't even stay on, I'm not giving you people anymore money. So no heat for the rest of the night.

  

  Business Response

  Date: 01/07/2023

  The 12/02/2022 propane delivery the customer references in this ******************** complaint took place on 02/24/2022. We looked back in the account records and it appears on 02/24/2022 one of our Customer ********************** Representatives erroneously did not lock in the preset to stop the delivery at the requested 25 gallons.  This consequently caused the over delivery, and this was an error on our part. We have reversed the charges for the excess gallons. In addition, we have issued a courtesy credit for the inconvenience.  On 01/04/2023 the customer requested a delivery because her tank was empty.  Our forecasting indicated that should not be the case, and when the customer was unable to check the level herself, we sent one of our Delivery Driver Managers to check the tank to make sure it was not a Service issue.  The *** did confirm kerosene tank was empty, and we delivered 170 gallons.  We have checked our delivery truck GPS tracking data and it indicates the delivery truck delivering kerosene was in the same spot at her 11/25/2022 delivery as it was at her prior (03/22/2022),as well as, at her most current (01/04/2023) delivery. After the 01/04/2023 delivery our Service Technician performed a prime and start on the system to restore the heat. On 01/05/2023 the customer called in a no heat and the responding Technician found the door on the heating unit was not closed all the way; the safety switch on the door was not fully pressed in. It is quite possible the Technician who performed the prime and start did not close the door completely, so we will not invoice for either call and well issue another courtesy credit. The total account courtesy credit will be $100. We apologize for these negative experiences, and we called the customer before close of business 01/06/2023 to follow up and let her know that she does now have a credit on her account and to express our desire to provide her with a better experience in the future.         

  Customer Answer

  Date: 01/07/2023

  [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:07/19/2022

  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.

  This complaint is due to an oil backup at my rental in ******** *****. Dead River provides kerosene to my condo there on automatic delivery. Back in December 2021 they overfilled my tank, and called me about it soon after to figure out how to get inside to clean up. This is a second home I use as a rental so my rental management company helped them get inside and I was told it was cleaned up. A couple days go by and a tenant comes to the property and calls the rental company to complain the smell of kerosene is so strong inside the unit they may need to leave. The rental company went and had to clean up further, and also notated damage on the carpeted stairs coming out of the basement and refunded a nights stay due to the smell inside. I was told several times by Dead River this would be taken care of and provided all receipts needed to be reimbursed for the cost of the clean **** lost night of rent, and carpet. Fast forward 6 months later and an insurance lady reached out to me on Dead Rivers behalf stating they need all receipts. I let her know everything had been provided and called Dead River as no one told anything about insurance and last i heard I would have the check in a couple of weeks. Now they are stating their (insurance company) technicians who have never been inside the condo have decided the staining isn't kerosene and won't be paying for that.

  

  Business Response

  Date: 07/20/2022

  On 12-24-21   system showed ******************* due for a delivery of kerosene. When our delivery driver arrived, he hooked on to the fill pipe and started the flow of fuel. The fuel immediately came out of the vent pipe. Our driver reported back about an overfill. On 12-27-21 we sent a technician out to inspect the tank, He found the tank dripping fuel because of the fuel level in it.He put down absorption pads and powder to clean up the spill. When ******************* contacted us about this we spoke about the damages her unit incurred. She estimated it to be $1507.12 altogether. I believe we are only liable for $707.12 of this amount. She has a quote to replace the green carpet on her stairs for $800.00 that has white spots on it. We do not have anything that could have caused this damage. Our insurance company (Hanover) is handling this complaint. We are happy to pay for the damage we caused due to the overfill.