Simply AWFUL communication. Burner died. Service line responded and sent a tech on Sun eve. GOOD. needed part. EXPECTED. Now for the BAD-We called ALL day monday for updates. On hold for-EVER. NO promised call backs. Customers for 35 years. now left lierally in the cold. We don't need this crap: they evidently don't need our business. read more

Since Superior bought Downeast Energy they have jacked up and introduced all new kinds of arbitrary fees it makes my head spin. In addition to standards delivery fees and fuel costs, I get socked with a new $160 "minimum usage charge" and a $60 fixed price fee yearly. What a joke. Avoid them if you can. Or be prepared for any and all excessive fees they can force on you. read more

We bought a home in maine that used oil to heat. We paid to fill the tank to find out it didnt heat water. We called downeast and asked if someone could check it out for us. Instead of getting a call back to schedule two men showed up to my home. They stated the furnace cant be fixed needs to be replaced. This information was helpful in us getting a heat pump system instead. a month or so later downeast came and tried to fill my tank. you know the system there company said wouldnt work! We turned the truck away. Called them and stated we have a heat pump system and do not need oil. We also asked why a truck showed up when we didnt ask for it. they claimed we were on auto delivery. We denied this and asked them to fix it. That did not happen. They showed up a month or two later to try and fill our tank again. We turned them away Again! We thought they would listen to us and Not show up again. Wrong. They showed up at 6am when it was still dark out and filled out tank to the top. We tried to stop him but he had already filled it. We called ranting about how this was a huge issue and told them to come pump it out. they system isnt even set up in this house anymore just the damn tank. That we were going to get rid of once the snow season was over. It is now 5 months since they filled this tank and I get a call today from a sweet lady telling me they do not pump oil out. I made it very clear we would not be paying for this oil as we didnt order it, we turned away trucks several times, made several calls ( some they claim didnt happen smh) DO NOT use them even for one tankful. they make deliveries when ur asleep and try to steal 1000s from you. Then they try to make it seem like it was something we requested. there own records show we turned the trucks away and only got one tank of oil a full YEAR before the second time they filled. Like how is it not obvious. One tank full. Turned away several times. Dont they think if we needed to heat our house with it we would have requested oil more than ONE time. At this point I now have a full tank of oil that could not be used even if we wanted too, they will not pump out and I am sure I will have to see them in court. I will Not pay for something i did not ask for. I will not be talked too like common sense isnt a thing. They made a mistake and are hoping we will pay for it. We will Not read more

Downeast Energy - 3/24 we paid for tank. then clearly shows 8/24 we didnt accept the fill. 12/24 we did not accept the fill. 1/19/25 they filled our tank - Heating & Air Conditioning/HVAC Near Me - Brunswick, Maine

Highly advise not to use them for any installation jobs. Sloppy work, incorrect with regulator placement and double billed after another experienced technician did the job. Even the experienced technician did a half assed job reconnecting an exhaust vent that he decided to remove to run the gas line which did not need to be removed. cannot get ahold of customer service to discuss or dispute the service bill which then has my oil and gas deliveries on hold. I prepaid for the gas delivery while under dispute and am being double billed. I may just find a more reliable local person as this big time company with Small time feel is not what I expected read more

Bought a new home on 6/3/2024 .There was Downeast tanks on premise ,s o I stayed with them. They came Every month the cost was the state average. In March they came and I looked at my account online and saw they had a delivery scheduled in a month, but then it kept changing. They came after my year anniversary. Charged me $5.299 a gallon.180 gallons =$908.00. I called and they said you had a year promo that ran out. This is price gouging at its worst. They said I could get a pre buy and they would lower the cost of the last delivery all they need is over $3000 .Now I have to get a new company, pay to fill the new tanks and wait for Downeast to get there tanks, and hope they pay me back! They should be fined....There is no doubt in my mind they waited until the year was over to screw me. read more

Downeast Energy has gone through several ownership changes in recent years. They currently do business as Superior Plus. They are not. We were on an auto/fill pay plan. They automatically signed us up for another year. When I got a $50 bill for the privilege of buying propane from them I decided to call around. I found another supplier who chaerged more than a $1 less per gallon. The rate they charged us for last two seasons included a $13.62 hazmat fee and $7.96 Fuel Recovery Fee with each bill. My new supplier does not charge either fee. It took Downeast 3 weeks to show up to remove their tanks. Despite being assured when they installed the tanks that there was no charge to deliver or for rental, they did charge $169 to pick up their own equipment. Downeast is digging there own grave. With two calls I was able to save more than $1 per gallon, and save $22 per bill on what I believe is pure profit for the company. Also, they communicate poorly, not following directions given, not showing up when promised, but showing up unannounced. read more

I also requested a copy of my service contract wit the company several months ago, since I'd like to be sure I know exactly what I'm paying for ... guess what? I never got a copy and I never heard back from them... what a surprise. The ironic thing - the subcontractors they use to actually do the work are ok. once you finally get connected to the technical staff it works. But any call to their main number ends up in unbelievable frustration ... for good examples - read the other review of this company which has gone way down the tubes. read more

I did business with Downeast Energy (Owned by Superior Plus Propane) for 10 years. They were never awesome to deal with but I could get them to be reasonable by calling customer service. This year they bait and switched my into a payment plan that would have been nearly $1 more per gallon than the state price. The entire process was underhanded and greed fueled. I switched to another company and am paying $1 less per gallon than Downeast tried to force on me. Now it has been two weeks that their tanks have been sitting in my front yard. Two weeks to pick up tanks. They already missed one appt to pick them up. When I called they told there was an emergency they had to deal and someone would call me back to tell me when it would be rescheduled. They never called. Now they say next Tuesday. This is how company's go out of business - customers last. I should be allowed to charge them a storage fee. read more

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 read more

My mother sold her house last fall and I called and cancelled her service. Earlier this month I received a bill for renewal of a maintenance program which I cancelled. I spent about a half hour getting someone on the phone and I explained that the program had been cancelled and should never have been billed. I thought they understood and told me that in consideration of the aggravation they would issue a credit for the amount of the bill to be paid to my mother and the bill voided out. I got the bill today and there is still a balance on it that should never have been there. Customer service is horrible. read more

Absolute worst customer service I have ever experienced. The representatives lie to you over and over again.

ZERO star review! This is the worst company I have ever dealt with. I spoke with a couple ladies on the phone and they were both extremely rude, they both promised I would receive a call back from a manager which I never got. I ordered propane online and received a text immediately from the company thanking me for my payment and that my delivery would be made the next day. It still hasn't come 2 days later and when I called they didn't have record of my payment. Eventually she "found" it but said she needed to validate my card???? Pretty sure my bank validates my card!!!! This company's prices are absolutely ridiculous compared to other local places and NO ONE else charges the fees this place does!! Hazmat & fuel recovery fees WTF!!!! You would think a company that has an F rating with the Better Business Bureau and a terrible rating on Yelp would change their ways to make things better for their customers. I do NOT recommend this company to ANYONE!!!!! read more

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! read more

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! read more

Website is incomplete and has been inaccurate for our account. Customer service via phone is abysmal. Fuel oil prices are always at the high end. read more

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. read more

Down East Energy automatically supplies (and charges to my credit card) heating oil for the furnace and propane for the generator and fireplace. I had a fuel delivery on 12/13/22. My daughter who has delivery from another company just two days earlier asked me if what she was paying was too high ($4.09)? I checked. Her price looked okay, but I had been charged $5.59 by Down East!! My son's supplier was charged $3.73 from yet another supplier. It was good that I checked. I was charged about 40-50% above what my children were paying. This is price gauging at a time when Americans are feeling the pinch and in Maine the cold also. I will of course challenge this, but the Governor should make sure that Down East ends such overcharging. It is simply wrong when people agree to automatic charge to their credit card. We would assume that prices could vary a few cents from one supplier to another, but a difference of $1.50/gallon or $1.86/gallon difference!! The company has been non responsive. I was told that a manger would call me back. No one called me back. I called again at 8:10 a.m. on 12/14/22 and was told all the managers were at a meeting and would call when the meeting was over. No one called me all day. I called the company that had acquired Down East Energy. Still no response! Maine consumers beware. Check your bills for price. read more

I have been a Downeast customer for 10 years. I signed up and paid for an oil cap price plan for 2020-2021. In reviewing my statements I found that I had consistently been charged over the oil cap price. Also the pricing for oil and propane were very high compared to other full service oil companies. I have now switched to another company. I believe I could have saved a lot of money if I had kept better track of my statements and changed earlier. If you use Downeast, I suggest you keep careful track of the amount you are paying for fuel (compared to what other dealers are charging). If you have a cap plan check to make sure that it is being followed. To their credit, Downeast acknowledged their errors and refunded my overpayments. read more

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.) read more

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. read more

Large corporation that doesn't care about their customers. They use the old family business name because of recognition but run it now like a large company. I've been trying to resolve a contract issue for months but haven't gotten anywhere because requests go unanswered, and nobody will follow up. They claim they try to reach me, but I don't receive the mail or the calls. Maybe today I got through to them but it's the same old story, different customer service people every time that are not familiar with my situation. The worse part of it all is that I'm just trying to pay a bill. read more

I have had issues with Downeast now returning calls or emails. Last summer I requested someone come out because the town was going to put in a new drain pipe right where the tanks were and they didn't even come out or call the business. In addition to that they have jacked up their pricing. We were are $1.58 to $3.17 which is double what they were a year ago. Called around to other propane dealers and have been quoted 1.69 to 1.89 gal. Still waiting for Downeast to tell me why they have increase so much. This is why I am switching to another dealer.....and they are going to put the new tanks in a location for the town to be able to put the new pipe in. read more

Run away! This is a very crooked bunch. When my girlfriend bought her home she needed a furnace and oil tank installed. They scammed her into a more expensive kerosene burning furnace, lying and saying that her fuel tank (in the garage) would be susceptible to freezing and only kerosene would not freeze. We switched her over to a heating oil system with Dead River Oil and have been through two of the coldest winters with zero freezing by the way. They also set her up with propane for her kitchen stove and the last fillup cost us $5.99 a gallon! My home is serviced by Dead River and they only charged me $3.48 per gallon this month. They will clip you coming and going folks, there are so many other options to choose from; do yourself a favor and run away. read more

Downeast Energy has obscure billing practices, with seemingly exorbitant charges for propane deliveries and service visits that are hard to evaluate with regard to appropriateness. Mailed invoices and online account information indicate the amounts of money due for propane deliveries and service visits, but the amounts billed for propane delivery do not indicate the number of gallons or the billed price per gallon; the service visit charges indicate total labor and total parts charges, but do not indicate the part that is billed, and the bills do not indicate the hourly charge for the labor or the number of hours of labor for the given service visit. Downeast's invoiced amounts always seem high but with these billing practices it is difficult to determine whether the invoiced amounts are exorbitant. I would not recommend Downeast Energy for residential propane service. Several Harpswell neighbors have similar views. read more

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. read more

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. read more

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. read more

We'd never used propane before; always oil. Downeast Energy installed our new tanks, showed us how to read the gauges and did a free inspection to insure my family was safe. They set up a regular service for fills as we have an infant in the house and the technicians were helpful and on time. I couldn't be happier with our new service. Thank you Downeast Energy! read more

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. read more

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. read more

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. read more

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 read more

Horrible. The only word that describes the customer support experience with this company. If you pay for a yearly "service" contract, the expectation is that you will call them to set up the service date, even though on the contract terms and conditions, it says they will make every effort to contact you. Which they make zero effort to do. When you contact them to set up the service that you paid for, good luck, if the dates lapse a little, they won't provide anything. I've been giving this company business for 8 years because it's a hassle to change what should be a commodity product and service at this point and yes, when you look at the prices, they are always way above the average. Take your oil/propane business to another company, this one doesn't deserve a dime. read more

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. read more

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. read more

Been with them a long time. Called today for propane. We use about more than a thousand gallons a year. Was told they could not delivery until the 23. We said that we would run out before then, we were told if you do then we will come and fill it. Not a great way to run a company. Will look for another company this spring. read more

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. read more

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... read more

I was a customer, for many years, until just recently. The customer service took a sharp drop after the company was sold to an Oklahoma firm in 2012. I just switched to Dead River and Downeast says it will charge $110 to weigh the tank so I can get a credit for the remaining propane. Do yourself a favor and skip this place. read more

Have had a seasonal contract with them for some years. Oil was on contract but they would not put the propane on the contract because I only use 200 gallons. They have been charging me over 4.00 gallon for propane when the state average is under 3.00. So, whatever I saved on oil, they took back with the propane price. I am done with them. read more