Report: #691852

Complaint Review: DownEast Energy

  • Submitted: Mon, February 07, 2011
  • Updated: Mon, February 07, 2011
  • Reported By: Miss Misty — Standish Maine United States of America
  • DownEast Energy
    172 Main Street
    South Portland, Maine
    United States of America

DownEast Energy Over Charges, rude receptionists, price gouging, monthly inflation, interruption of service, unwilling to work with paying clients South Portland, Maine

*General Comment: Please contact Downeast Energy

Show customers why they should trust your business over your competitors...

I started using Downeast Energy as of Sept. 2010 when I moved into my current Rental. The first time we ran out of propane (our first propane run residence) we were told that it is a $78 Service fee for running out of propane. . .We get help from the state/town (GA) as we are a low-income family. We got a delivery of 34.7 lbs for $141. . .That was the End of October. . .Come November 19 we had 2lbs of propane left, I called to get a delivery on the 22nd, the woman on the phone said that it wouldn't last over the weekend and that we needed a delivery, since it was a Friday evening we were told that we HAVE to get delivery right now, because if we run out the service fee was $98, BUT to get a delivery 'after hours' (since it was late Friday afternoon) it would be an extra $120 Emergency fill. I explained that I didn't even have the money to order the propane, but by ordering it Friday for a Monday delivery would give me time to collect enough funds to get a fill. . I was instructed to call 211 Maine to get help since I had to get a delivery "right now" I called 211 Maine who hooked me up with Emergency General Assistance AfterHour Emergency Telephone number, which takes care of ANY after hour Emergency having to do with General Assistance. The man I spoke with through the After Hour General Assistance set up a complete fill for our 100lb tank. DownEast came out and 'filled the tank' but only with 50lbs. On my record for General Assistance they have a bill for 100lbs of fuel with a service fee and an emergency fill charge. I was told that that's all they could fit in the tank, but why charge for 100lb when they only gave us half that? We have had to have another delivery in December when we ran out of fuel, we only got another 50lbs with the same charge. . with the temperatures in the negative it didn't last long at all. I had been trying to make an appointment with GA (who is the only one person for GA in this town, who only works one day a week) Every week the appointments were filled up. I tried to make appointments for 1/12, 1/19, and 1/26 but the lady was 'booked'. I called and called and called (she doesn't have voicemail) all day. I ran out of fuel on 1/26 at about 3:30 pm, I finally reach the GA woman at 4:30ish, I was yelled at for letting my heat run out and not coming to see her earlier, as in before running out of propane (although I tried, and was denied, nothing is ever good enough) She told me I would have to go without heat until the next day ( it was to be 4 degrees that night, and we have no other heat source, and I have an 18 month old baby) but she would call and schedule a 'fill' for the next day. Downeast called me and asked "you run out of propane?' I said yes, the guy said there is no way I ran out that soon and to call my landlord. I explained that the gauge said empty and that I have no hot water (propane run tank) so I have to be out. He then told me that it is $141 service fee, which has risen to 3 different amounts within a 4 month period. I told him "Well I'm not paying for it, GA is making the purchase for me, he then told me that he is not seeing that I had any deliveries paid for by Standish GA, which had been done twice, he only had the one fill I paid for out of my own pocket (when I was still on unemployment, which ended in Nov) He then told me well since you don't have any other heat source, I'll get 50lbs out to you to get you trough the night. (GA was responsible for this payment though) I now have a bill for over $300 for 50lbs propane that only lasted 7-9 days (that's what we go through here) Downeast Energy has jacked their prices up each month because here in Maine the winter gets rough and people need their heat, so when people need it the most they jack up the prices. As for the service fee when you run out. . what is this for? They don't do anything special to deserve $141 just because I ran out of propane. There is no pilot for them to light, it's not k1/k2 where you have to 'bleed' the tank, all they do is pump in the gas and leave, and on top of the price for fuel I have to pay a 'service fee'. . to service what???? I have spoke with a few other propane companies and they do not charge a service fee if you run out. I will be finding another company who doesn't steal from the poor when they are in a 'crisis' Downeast Energy is an untrustworthy, money hungry company who does not care about their clients or keeping clients for that matter. Do not do any business with this company, they will suck you dry and change prices on you as well as charge you for labor that does not even exist. . I am going to have them come get their 100lb tank that they wont even fill half way and go some where else to avoid these excessive fees. On another note, I did tell them fine I'll just hook up a different tank to get by (like a little gas grill tank) they told me I could not do that. . it wouldn't work, especially without 'servicing it' Well I ran out of propane on 2/6/2011 at about 7 pm. . .a friend came down with a tank from a hunting camp, we hooked it up and instantly everything was running fine. . Downeast are liars. . a company should never lie to get more money or keep a client. . They have made claims that have prooved to be untrue, and if I am not mistaken, making a false claim is against the law. I hope this company gets what they deserve: A drop in sales and clients, they should be put out of business, they've made enough money of poor innocent home owners. . .
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#1 General Comment

Please contact Downeast Energy

AUTHOR: Angie - (United States of America)

I am writing on behalf of Downeast Energy in hopes of helping you with this situation. Please contact me, Angie, at with your contact information so that I can put you in touch with someone at Downeast Energy that can help try to resolve this issue.

Or, if you would rather contact General Manager Rob Wilkes from Downeast Energy's Windham office, you can reach him directly at 207-310-2157 or  by e-mailing him at Rob is aware of this report and would like to help if possible.

Thanks for your time and we look forward to hearing from you.
Angie Helton
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