Downeast Energy

Warning- I would not get involved with this company ever again. I'll elaborate but let me tell you, we switched last year to another provider and it's like night and day. I am shocked at the lack and professionalism and poor resolution for customer issues. I cancelled our service last August and am still dealing with the company dragging me around not letting me cancel my account.

The reason for my cancellation was that when I would schedule a delivery they were mixing up the schedule and giving me propane when I asked for oil and vice versa. So I switched from auto deliver to calling it in. I'd ask for 100 gallons and they'd fill up the tank instead and more than double my bill with not even a sorry for the mistake. Just a bill.

When I cancelled the service last year I asked for the tank to be removed and after dozens of communications and many different excuses they finally picked up the tank in March of this year. Then instead of crediting me back the fuel left in the tank, they charged me a fee over the cost of the fuel saying I owe them money for a tank removal fee. In addition, the first time I called and cancelled the woman on the phone was extremely rude and hung up on me.

After more calls I finally got someone to agree to not pay me anything for the fuel but to cancel the fee so I could just be at $0. I'm now 4 months and several statements requesting payment on my account for a charge they refuse to drop after verbally agreeing to this over the phone. Unbelievable, terrible customer service, and just dirty tactics after wasting my time.

I wish someone at that company could have owned up to their mistake and resolved it as this could have been professionally taken care of with little to no effort on their part. I have had two other providers over the past decade who are courteous, up front, professional, timely, and surprisingly even a little cheaper. I hope someone over there who pulls some weight steps up and works on turning things around because this is not good business.

Twice this winter they didn't refill my tank and we ran out of fuel. I started calling to make sure they would actually come to refill the tank. Every phone interaction with them has been awful. Rudeness, interruptions, snarky answers to basic questions, they have put me on hold and then hung up. The past 2 weeks I set up 3 different days for them to fill the tank, they didn't come the first 2 times and said there had been no request made. Finally got fuel on the 3rd attempt, but this winter is my last with this company.

3/23/22 terminated my account with this company. I have reached my breaking point with them. I ordered 100 gallons of propane like always. Then i get a bill for 200 gallons after they filled my tank. Then I am told they will take $.25 off a gallon which takes $50 off the $1000 bill for their mistake. Glad to finally cut ties with this company

Service has consistently been a nightmare. Trucks pull up and immediately leave if the car is in the way or I need to open up our gated yard. Asked multiple times in the offseason to have the tank moved to a more accessible location with zero support or response. Immediately switching to a new service as soon as winter is over. Online ordering also doesn't work and haven't had help fixing so I can pay my bills on time. They prove time and time again to not care about the customer.

We have automatic delivery set up so we don't have to worry about running out of propane. We were running low last week and called to remind them we need a delivery, and they said they couldn't get here until next Wednesday. They did not offer any solutions to the problem they created, just saying to call them if we ran out beforehand, which they said we probably would.

So here we are without heat in the middle of winter thanks to Downeast's incompetence. We called twice today and they said they can't get here until tomorrow. Absolutely ridiculous. I am infuriated by this company's lack of customer service and responsibility. We will be switching providers immediately. I highly advise avoiding this joke of a company.

Downeast Energy is always helpful whenever we have an issue with our boiler. They get right back to us and don't keep us waiting for assistance. Delivery is also very prompt.

Great customer service, always there when I need them, friendly drivers, and excellent service on my "old" furnace.

I've had so many occasions where Downeast was extremely responsive, compassionate and understanding - great coordination and friendly employees.

Downeast energy delivered oil to the wrong address. They were even told by the people there that it was unusual since their tank was nearly full already and they had not called. Instead of calling me, the person who purchased the oil, they just continued business as usual. When i went downstairs and noticed my tank was nearly empty I called. They said "we spoke to your mom" I said "my mom doesn't live at my house." Once we figured out the confusion, they delivered the oil and proceeded to charge me a second time. Im still getting late fee slips in the mail. I've tried calling the "delivery manager" and left voicemails and have been told she will call me back. I've received no call back for several days. This has got to be by far the WORST service I've ever received in the entire state of Maine. DO NOT give them your hard earned money!

Online account login has been broken for days with no communication or status updates via email or public media. Website clearly states open this time of year Monday through Friday 8a-5p but called at 4:40p and got the answering service who said they actually close at 4:30p. Not sure exactly why I'm trying so hard to give money to a company who can't be bothered to be available for their customers.

I decided some time ago that great Customer Service was important. So important, that it's the #1 consideration of which company I do business with. DownEast is the best of the best. Highly responsive, always willing to do whatever needs to be done. GREAT company!

I was a satisfied Downeast customer since 2007 when we bought a vacation home in Maine. I paid my propane bills on time and in recent years contracted for their annual propane delivery contract. In addition, I had them install a new propane furnace for over $2000. On May 20st I notified the office that the house was being sold and that I had recommended that the new owners should continue with Downeast as their propane supplier.

I also stated that I had over paid on my contract and was due a refund of over $300. The office informed me that a refund would be processed and within three weeks and I would be reimbursed by check. Repeated phone calls to the office in mid June resulted in promises that the application had been processed and a check would be in the mail the end of the third week of June.

A final phone call on June 24th revealed that the the application was still being processed. Excuse: An outside agency was processing the application. I asked to speak with the management and left a voicemail. NO RESPONSE! I'm sorry I recommended the Company to the new owners. In one word: There business ethics stink! God help you if you do not pay your fuel payments on time but owing you a refund is a joke!

Called to report no heat (54 in house) and got a very condescending woman on the phone. Said she would send a technician but couldn't tell us when or even an estimate of time. The owner's son works nights so it would be nice to know an estimate of arrival of technician. Would not recommend this company based on nastiness of customer service. Jane from Maine

We switched service to another company due to Downeast's terrible response time. Note that we had been customers for more than 30 years. They came and picked up their propane tanks after a month of calls from us reminding the to do so. THEN No reimbursement check showed up in 2 weeks as promised for the fuel remaining in the tanks (minus their $150 tank pick up fee, KY jelly not provided).

Weekly calls did not result in reimbursement. After a month, I declined to accept their excuses and spoke to a "supervisor". Now we are 8 weeks out, still no check worth about $800.

This company is THE WORST. Save yourself a lot of time and trouble and go with a different company. I have a pre-buy contract with them (meaning I have already paid them THOUSANDS of dollars for a year of propane) and they let me run out of propane. They have also not honored the contacted price, but instead have been charging $.20 more per gallon than the contracted price.

Where I'm from we call that stealing. They do not answer the phone at the local office and when you do manage to speak to someone they are usually very rude. Seriously, do yourself a favor and go with a different company.

I have been a customer for many years, about 15, but I am just sick and tired of constantly having to argue over price. They always attempt to overcharge, sometimes by a lot, compared to all other dealers. If you call and complain they will usually reduce the price closer though still not as low as others but enough to make you feel that it is close enough since otherwise their service is excellent, and it is. I am simply tired of constantly fighting for a fair price. Friends have been telling me for years to switch. I think it's time I listened.

Asked Downeast yesterday via phone about having our propane heater in our workshop serviced since it wouldn't turn on. Clarified that we did not need propane delivered because the tank was practically full. From the start, the woman on the phone was huffing and puffing and acting like she didn't want to do her job. She was rude and patronizing but we didn't say anything because we thought she could just be having a bad day and they are probably busy due to the pandemic causing all kinds of craziness. Well. Downeast Energy came this morning but apparently only to deliver a whopping 5 gallons of propane and NOT service the heater despite the fact we requested NO delivery (since our propane tank is practically full anyway) and JUST a service. Now. 3+ phone calls, explaining the situation to multiple people, having my husband be accused of being nasty (which he wasn't and have recorded the phone call because of how nasty SHE was actually being), being hung up on several times, etc. later, they are saying they can't send someone to service until May 16th.

We were told that we must pay for this delivery because "well the propane is already in your tank" which includes several fees. We explained that, while it was not right, we would pay the minimal fee for the 5 gallons of propane delivered, but as far as any delivery fees, and other fees; we felt those should be waived. Their answer? HUNG UP ON AGAIN. We will definitely be going to another company after this horrific FIRST interaction. (Never have used Downeast before, never will again.)

Very dishonest pricing. I made the mistake of assuming that all heating oil suppliers are generally within about 20 cents of each other for a given region. I didn't negotiate the price ahead of time and they charged me $1.30 per gallon MORE than other companies were charging the same week. That is 52% more. Buyer beware because when no one is looking, Downeast Energy does not do the right thing.

So hit or miss with this company. The service guys are great. The office person doesn't listen to what you are saying and is so patronizing. The prices are way too high. I will be looking for someone else this spring.

Watch your bill very closely. The charged me $3.849 a gallon which was way way more than anyone else. I called, they lowered it to 3.169 but that was still higher than everyone else. in the middle of winter, you can't do much. Just called another company, tanks set and guaranteed no more than $2.40 a gallon, my 800 gallons will be much cheaper this coming winter!

Came back to Maine during our first snowstorm and found our sump pump died, and both furnaces and boilers weren't working! Called Downeast Energy and they were here within an hour! Wayne was professional, courteous and empathetic as I desperately needed at the time. His counterpart Carrie at the call center and the other woman who helped were an amazing team! Their customer service made all the difference in how I feel about this awful problem. THANK YOU WAYNE and the Downeast Energy Team

Added a generator to our home. We do not use a great deal of propane. Extra tank was delivered fine and set up was a little Rube Goldberg I asked for a cleaner hook up, we'll see if that happens. The website billing is a mess. It show a number but no details. When I mentioned this to office personnel they had never seen the on line statement. Told I would be sent a itemized by email, never arrived. Not sure if I will stay with them The hassle of having to change and related costs help them keep customers.

Was a customer for many years. Since the last time they were sold they have been charging more than other area suppliers. Signed with another company after calling Downeast to say I would not be renewing my contract. New company performed tuneup and said it looks like previous tuneups and cleaning had not been very thorough. Now Downeast has resumed taking money out of my bank account which was definitely not authorized. Would not do business with them again.

Downeast has been awful for my husband and I. We used them to service our boiler last year because they fill our tanks for us and we have had issues ever since. The customer service is awful and they can't seem to keep track of any service records. We have been without heat and have had a half functioning boiler for days in the middle of the Winter with sub-zero temps.

They said they would send someone and never did. There is no communication on their end AND they charge for items and services that we paid more for so they would be under warranty. Awful company, awful customer service, mediocre technicians. Avoid at all costs.

I was a customer from 2013 and have never yet gotten the billing on our account right. I would call and straighten out the account but the online portal would never reconcile. I requested a quote to install a hot water heater and received a quote of $1,700. I could buy the heater (same exact model and brand) for less than $550 so I asked for a requote for them to just connect the propane fittings (already piped to the appliance) and they quoted me $1,100!

The service manager was very rude and confirmed to me that the job would take less than 10 minutes to complete. I have now cancelled my service and requested they come get their tanks and it has been well over a month and several calls and was just told that I "am not a priority". Run to another company!

Love that Downeast offers discounts, but I have, at times, not had the best experience. The first order was much later than expected, even though I ordered online and selected my delivery date from the options provided. I ended up running out of oil. Also, for my 2nd order, when I called them they said I had the wrong place and couldn't find my order.

I called the number listed on their email confirmation, so that was a little annoying. If this isn't the right number for online orders, maybe their email messages need to be corrected. The rep did end up confirming my order was being delivered that day and she was nice to speak with. Maybe they just have some glitches to work out. Overall, I am happy and do appreciate the discounts they offer sometimes.

Use this company for years for propane and some oil but after recent business transaction will be looking elsewhere to spend me money. Did their online pre-pay cash Oil delivery for 200 gallons (thought I had a 275 gallons barrel and needed at least a half tank) but at delivery I found out the tank is a 200 gallon tank and he could only put 74.4 gallons in.

The driver said don't worry they would waive the $20 under 100 gallon minimum deliver charge. Well not only did they charge the $20 extra they changed the price per gallon from $1.649 to $1.779 so we actually paid $2.04.8 /gallon. When I called and talked to Bill he said that was how they charged for small delivery. The amazing thing is they don't state ANYWHERE the $1.779 / gallon price.

When I told him that others on prepaid delivery get less than 100 gallons and never pay a surcharge he stated they pay more per gallon. hate to see what that price is compared to my $2.048/ gallon deal.

Customer service here is wonderful - nice personalities and the clerks who I'm sure deal with a lot of people who can't pay for their oil, are extremely nice. Unfortuntely, the oil here is extremely over-priced, and the so-called "budget payment plan" comes with a *huge* fee nearly the equivalent of a half a tank of oil. We tried staying with them simply because it was so easy to order oil and convenient, but this year we're finally switching to a different local oil company with much better prices, and without the tricky fee-structure.