Complaints

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

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  Sail Energy, LLC

  210 Commerce Way Ste. 210 Portsmouth, NH 03801

• 

  Sail Energy, LLC

  84 General Turner Hill Rd Turner, ME 04282-3708

• 

  Sail Energy, LLC

  60 Canterbury St Worcester, MA 01610-1704

• 

  Sail Energy, LLC

  32 Alfred A Plourde Pkwy Lewiston, ME 04240-1006

• 

  Sail Energy, LLC

  264 Putnam Pike Smithfield, RI 02917-2737

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:05/14/2025

  Type:Product 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 January 8th I called Sail Energy to close our account with them. They have terrible service, let both our house and company run out of oil and almost out propane when we were suppose to be on automatic delivery. When we called to be filled, delivery was almost 2 weeks out. On January 8th they said they would be over within 10 days to pick up their 3 large propane tanks at our house. I have spoke on the phone, sent emails, and sent in a letter with our final payment all requesting them get their tanks. No response to anything. It's been over 4 months! I want their tanks removed.

  Business Response

  Date: 05/14/2025

  The propane tank in question is scheduled to be picked up on Friday, May 16, 2025. Weather and road conditions during the winter and early spring months prohibited Sail Energy from picking up the tank in a timely manner. Our apologies.

• Initial Complaint

  Date:12/28/2024

  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.

  I noticed that our oil tank was getting low. On Tuesday November *******, I called our company Sail Energy for an oil delivery. We are on a monthly payment plan. I was told that they only deliver in our area on Tuesdays. I said good because today was Tuesday. I was told that they couldn't deliver until Tuesday December 3rd. As the week went by, the oil was getting lower. I didn't want to run out of oil so on Monday December 2nd I called for the delivery. I was told that I would have to pay an after hours fee of $195. I needed the oil so I told them to deliver. I called around 10 am during normal business hours so this was not after normal business hours. The oil tank gadge was on empty. I should not have waited a week for delivery and I should not have to pay an after hours fee as it was not after hours. It was on a regular business day. I want the fee waived. Also, we are on are on a protection plan which includes a furnace cleaning. We have called repeatedly to schedule this cleaning and they only say that we are on a waiting list. We also have called several times to have our propane heater serviced and will not schedule it.

  Business Response

  Date: 01/08/2025

  Mr. *******,

  In response to your complaint # ********, I have attached a copy of our terms and conditions related to the service contract which outlines the blackout dates for cleanings which is from September 15 - December 15th. Any requests for cleanings during this timeframe are put on a waitlist until after 15 December. Our records indicate that you placed your request for cleaning on 16 October 2024, which resulted in your being placed on a waitlist. Regarding the delivery on 2 December 2024; As a ***** Call" customer, delivery times are not guaranteed particularly during peak season when delivery times can range up to 2 weeks, however, customers do have the option to pay an additional fee for "same day" delivery with the additional charge for $195.00 during business hours if they so choose in order to avoid running out of fuel. In the event a customer calls after business hours the same day charge increases to $299.00. After review of your statement, you were charged the correct amount of $195.00 for same day delivery which was done at your request and as you stated in your complaint, during business hours. However, there was an error during the creation of the statement with the incorrect menu option having been selected, instead of "after hours delivery charge" it should read "Same day delivery charge, In area". I do apologize for this clerical error and would be happy to issue you a revised statement for your records.

  Business Response

  Date: 01/08/2025

  
  

• Initial Complaint

  Date:12/10/2024

  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.

  Because we were not happy with this company, in October 2024 we changed propane company. On October 23, we called SailEnergy to tell them we had a new propane company and to come pick up their tank (we have 42% propane left in the tank which they must reimburse us for). They put us on a list. Called them on Nov 5, & Dec 3 - they said we were on the list. We knew it would take a few weeks to have them pick up their tank, but its been over 6 wks. We are in our 70s and on a fixed income - the reimbursement money is important. How much longer before they pick up their tank.

  Customer Answer

  Date: 12/11/2024

  We just wanted to let you know that after we submitted our complaint on 12/7/2024 SailEnergy did make an attempt to pick up the tank.  However, after 6 weeks (after having rain & snow and freezing weather, & the weight of 42% of propane left in the tank) the tank was frozen to the ground.  They did take the 3 cement blocks and the propane tank attachments from top of the tank.  The tank however is still here.

  Business Response

  Date: 12/11/2024

  Mr. and Mrs. ************** have received your complaint and apologize for the inconvenience related to your tank pick-up not happening in a timely manner due to the pace of business at this time of year. We attempted to collect the tank on 12/7/24 however it was frozen in place and could not be safely removed. Our service team will reattempt pickup while we have slightly warmer temperatures over the next few days, however if that is not successful, we will still calculate the remaining fuel and issue you a refund check for that amount next week as part of the next payment schedule.

  Again, I apologize for the inconvenience and assure you that we rectify the situation as described above.

  Customer Answer

  Date: 12/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Thank you to BBB & SaiEnergy!
  
  Sincerely,
  
  Louis & ***** *****

  Customer Answer

  Date: 02/18/2025

  In December 2024 We had a complaint against Sail Energy ( see #********) With the help of BBB Sail Energy agreed to pick up the propane tank with 42% propane left in tank to be refunded. They agreed to refund us the money in December pay period. In mid-January we got a bill for the pick up of tank, and called about refund. ****** at Sail Energy said disregard bill, money was deducted from refund and the rest of the refund check of $117.85 would be mailed. She was processing as we spoked and we should receive it in 1-1 1/2 weeks. Over 2 weeks went by and no refund check. I called and spoke with ****** at Sail Energy who said it was never processed, that she was processing the refund check as we spoke and it would take 2-3 weeks before we would get. I told her if we didnt get it by Feb 7, I would contact BBB. My husband is 79 and I am 70 and on a fixed income, we need money for heating. It is unconscionable for Sail Energy to not have sent that check.

  Business Response

  Date: 02/20/2025

  Due to an administrative paperwork error Sail Energy failed to refund our customer their anticipated refund in a timely manner. Once we recognized the error a refund check was issued and mailed out on the same day of the BBB complaint.  The customer was contacted directly and informed of the error with our apologies.

  Customer Answer

  Date: 02/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, as long as we receive the refund check.  We were told 3 times before that the check was being processed and we should receive it, but never did.

  We sincerely thank you for all you do to help us!

  
  Sincerely,
  
  Louis & ***** *****

• Initial Complaint

  Date:03/05/2024

  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 got billed for a free service inspection and they never hooked up service or filled a tank. I called after receiving a bill and they said they would take care of it. After months of nothing I received a call asking to pay the bill that went into arrears and I told them I’m not paying for a free service. They claim I wasn’t there for the inspection but I had the day off and was waiting for a technician all day no one knocked on the door. My complaint is I’m being billed for an inspection that never happened and one they said was free.

  Business Response

  Date: 03/06/2024

  When the customer first called the company, he was instructed that he would require a system check before we could deliver to his propane tank to ensure his system was running safely and that there was no charge for this type of service. The charge that the customer was responsible for was for a no-show service charge as the technician indicated that no one was home when he showed up for the call. This customer has been contacted and upon speaking with the individual it was determined that the technician did show up to the customers home but did not ring the doorbell to indicate that he was there for service. This issue has been resolved and the no show service charge has been removed from the customer's account. 

• Initial Complaint

  Date:09/16/2022

  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.

  I am submitting a complaint to dispute with Murray-Heutz Oil and Propane, 84 General Turner Hill Road, Turner Maine, 04282. They added a new annual recurring charge on 7/1/2022 and claim that my account is past due, when in fact my account is paid in full.
  
  
  Please help with having this charge removed from my account. I have tried to communicate this with the company but they are ignoring my dispute.
  
  
  I filed a formal dispute by mail on July 26, 2022, disputing a new 'minimum annual requirement fee' of $160.00 for the use of two propane tanks that were delivered and filled on 11/27/2019. These two tanks were included in a proposal contract for the purchase and installation of two Rinnai propane heaters.
  
  
  Murray did not respond to my July 26, 2022 dispute letter, instead I received a second invoice dated 8/1/22 for $160.00 and showing 31-60 days overdue.
  
  
  I then mailed a second dispute letter on August 20, 2022, this time certified mail, with tracked proof of delivery on August 22, 2022.
  
  
  Murray again did not respond. Instead I received a voice mail on Friday, August 9, 2022, with a message stating that my account was more than 60 days past due, and that they would not deliver any additional fuel until the balance was paid.
  
  
  I received a third invoice dated 9/1/22 for $160.00 plus a finance charge of $2.40.
  
  
  Not only is Murray dismissing my formal dispute on this newly made up charge, they are now charging a finance charge.
  
  
  This new annual recurring charge is a made up charge for a service I have already paid for with the purchase of the Rinnai heaters and the propane fuel that was delivered. As a customer of almost 30 years the propane purchase price always included the use of the tanks, as historically the price of propane is lower for customers who have thier own tank and higher for the use of the supplier's tank.

  Business Response

  Date: 09/16/2022

  this customer purchased two Rinnai space heaters which included setting and connection to company owned propane tanks. we have offered other options, such as, purchasing the tanks and  downsizing to one tank at zero cost to the customer. we have tried to reach this customer by email twice to help facilitate these options with no response. we do apologize if the customer has been inconvenienced by this necessary fee. 

  thank you,

  Steve T*****

  
  

  Customer Answer

  Date: 09/21/2022

  Complaint: 18034813
  
  I do not accept the business's response as a resolution to my complaint because: I emailed the response below to [email protected], and see now that I can respond here.
  Hello Parker, In response the message from the business, I did not receive any emails from them. I checked my inbox going back to July 1 and also checked my spam and junk folders. I'm wondering why Murray did not call me when they did not receive an email response, especially since I sent them a second letter by certified mail. The only call I received from them was on Friday, September 9, telling me I was more than 60 days past due. My filed complaint with you has a typo, the voicemail was on September 9, not August 9. I am not opposed to downsizing to one tank at zero cost but both tanks are at 80% capacity so this would need to wait until the fuel level goes down. We could draw off just one tank to use that up completely first. This necessary fee they are referring too is a new made up fee for a service that was included in the fuel I purchased and I would like this fee removed from my account. I can understand their implementing this new fee to new customers, or possibly to new fuel purchases, as the price of the fuel would reflect this, but it is a unfair business practice to begin charging a newly made up recurring charge to customers who already paid for this service >Thank you and please let me know the next steps.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 10/18/2022

  on 9/16 we responded to this complaint with an offer to downsize the tanks in lieu of paying the fee. we will extend this offer again.

  thank you,

  Steve T******

  Customer Answer

  Date: 10/19/2022

  
  
  Complaint: 18034813
  
  
  
  I do not accept the business's response as a resolution to my complaint because: I am open to the idea of downsizing to one tank, however I would like to ensure that the offer will be extended while I draw fuel off one tank and I will contact the business once the tank is empty. With heating season just starting I will need time to use up the fuel. I do not want to sell the fuel in this tank back to the business during heating season because I will end up having to purchase the fuel again later in the season, with what will likely be a much higher price.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 11/02/2022

  we would be happy to pick up the tanks, set a new one, and put a credit on the account for the remainder of the propane. it will cost 0 more dollars. i will have our dispatcher call and schedule the tank swap.

  thank you,

   Steve T*****

  Customer Answer

  Date: 11/04/2022

  
  
  Complaint: 18034813
  
  
  
  I do not accept the business's response as a resolution to my complaint because: I do not want to sell the propane back as it is paid in full and I need the fuel for the heating season. It does not make any sense to sell it and then have to buy it back later at what might be a higher price. I am continuing to draw from one of the tanks and that level has been going down and will continue to go down as the season becomes colder.
  
  
  
  Sincerely,
  
  
  
  ****** ********