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:09/22/2025

  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.

  I have called several times and emailed once to try to get an appointment for a furnace cleaning. I am promised that someone will call me back but no one has. I am tired of waiting for a five minute phone call. It has been nearly a week. I want to get a cleaning before I need to turn it on. They sent me an email last month urging me to get an appointment---I'm trying!

  

  Business Response

  Date: 09/23/2025

  The General Manager received the BBB complaint via email today. He immediately called the customer and left a voice message. He apologized for the poor customer service in our team member not returning their call to schedule a service plan ***. In his voice message he apologized for the untimely follow through, and he asked them to call back with some dates & times that would work for them to get this scheduled. As soon as we hear back from the customer we'll get this *********** call scheduled as soon as possible.  

• Initial Complaint

  Date:09/19/2025

  Type:Billing 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.

  We recently switched Propane companies Dead River Oil to ******* Oil Company. ******* Company did all the work of removing the propane tanks and returning them to Dead River. Dead River didn't have to lift a finger. We had 2 tanks removed ,then I receive a bill for 1 hour of labor and a processing fee of $150.00 each. When we leased the tanks no where did we sign anything that said we had to pay a fee of $150 when we returned them. I certainly don't think we should have to pay for Dead River's responsibility to have tanks prepared for there next clients. I am positive no one paid $150 for the tanks they dropped to us. The agreement was to pay for the propane only. One bill was $96.72 instead of $150 because of a propane credit of $53.28 making the total charge for both tanks $246.72 I'm asking them to cancel this ridiculous charge and just pay the credit. I tried talking to a ***** twice the second time he wanted no further discussion so I am looking for mediation.

  

  Business Response

  Date: 09/30/2025

  Dead River Company Policy (DRC) is to charge $150 processing fee per 120 gallon LP tank location.  This fee is not to prepare tanks for next customer nor is it for picking up tanks as claimed, she also never leased LP tanks.

  **************** informed *** she switching companies she would have been made aware of tank  processing fee(s) and we would have sent  licensed technicians to remove tanks, instead she had competitor remove DRC property. DRC is not required to have the signature of customer to bill for DRC services. 

  At this time we will waive the $300 processing fee that has not been paid. A check for $53.28 will be cut and sent to Magoons address on file. 

   

   

   

   

   

  Customer Answer

  Date: 10/01/2025

  [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:09/15/2025

  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.

  On June *******, I called Dead River ** to hook up my stove because my son moved the stove out and could not moved it back in. Their repair man came and install a new gas pipe, About 25 minutes later a secent man came and did nothing except walk around. After he was done he started looking at al my applinces. Last year I ran out of gas and in orter to received gas they had to check for leaks. and found none.After they left I tried to cook my dinner but it won't light. He had forgot to turn my gas back on.I am 87 years old and I don't drive anymore . My friend drove me at the cottage and left that ************ i am, no gas, can't cook. I got the bill for $754.72 for hooking up my stove. I did not pay. They send me a second billine with interest and said that they would take my two gas tanks away which iare paid in full. What is wrong with this company ? Please help !

  

  Business Response

  Date: 09/25/2025

  We haven't been able to connect with the customer to this point. We will attempt again by the end of the week.

  Hope to connect soon. Thank you!

• Initial Complaint

  Date:07/31/2025

  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 am beyond dissatisfied with Dead River of ****************, **. I was forced into being a customer when they bought out baystate oil. The reason I did not go elsewhere is due to the fact that they are the still the only company that offers budget plans. Earlier this year I was notified that my oil deliveries would cease until some repairs were made to my oil line and a few other furnace issues. I automatically thought that was strange since I have had the same furnace since 2108 and Bay State oil never reported such issues. I was quoted ****** for these repairs in March. I followed up via phone several times in an attempt to schedule the service, each time I was told that I had plenty of oil and is not necessary to schedule as this time. Now I finally get a call back regarding this matter and was quoted 1700$??? I immediately challenged it and was able to get it knocked down to 1400$, but am still feeling scammed. I did express this. It seems as though I was getting the *** rush so that the estimate could get hiked up at the later date. As soon as I learn of another company that offers budget plans I am dropping them. Since they have bought out ************ there always seems to be some issue with delivering. Another time prior to this incident they refused my delivery over some weeds by the fill up point outside. Seems they look for any reason to either not deliver or ***** up service charges. The outcome I am seeking is the original price I was quoted, this seems to be unethical business practice.

  

  Business Response

  Date: 08/01/2025

  In January of 2025, a driver reported the customer's fill pipe was unsafe. After scheduling the site visit and investigating, we found the oil line was not up to code, the fill and vent needed to be fixed, and the tank gauge did not work. The oil line was reported to the customer in 2020 by ******** Fuel, but Dead River did not find out until 2025. The quote referenced was for half of the work quoted in June.The $900 referenced referred to the oil line and fill pipe, not the tank gauge or vent. We have worked with the customer to come to an agreement and will be completing repairs soon.

• Initial Complaint

  Date:07/28/2025

  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.

  To the H333735363534353136**H;I hired Dead River Company to delivery fuel in 2025. The H32303235**303035**32H came to inspect before delivery and stated my fuel line was not u to code. I payed the H32303235**303035**32H upfront to rectify the situation. However, ground was frozen and they stated they would return in the Spring to bury excess oil line coiled at tank. However, Spring has come and gone, but they never returned. I&#**;m not asking for a refund. I just would like them to complete the job as they stated they would. They mentioned I would need more money to finish the job. I&#**;m 71 years old and I believe I&#**;m being taken advantage of. Please any assistance you could provide to have them come and complete this job, would be greatly appreciated. Thank you, Sincerely, **** Jane ******

  

  Business Response

  Date: 08/05/2025

  Good morning Ms. *********************** you again for taking the time to speak with me on July 29th regarding your concerns. As requested, I provided additional information to you and your son via email; however, I have not yet received a response.

  
  In the absence of further communication, I will consider this matter resolved. That said, if you have any additional questions or need further assistance, please dont hesitate to reach out. I would be happy to help.

  Regards,

  *******

  General Manager

  Dead River Company- **********, **

• Initial Complaint

  Date:07/27/2025

  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.

  On May 12, 2025, I began the process of opting into a device agreement with **** River. I had the cleaning and inspection on June 2, 2025. Later in the week, I was contacted by ** with the estimate of those costs ($900). I also asked why I was receiving a bill for the cleaning on my account since it was a benefit of the service agreement. I was assured the bill for the cleaning would be removed as soon as I had the "repairs" and paid those costs. Those repairs were made 06/10/2025 and ** was paid the full amount of $753.59. On July *******, I received a bill from ** for the cost of the cleaning performed on June ******. I immediately contacted ** through my account (in writing) requesting an explanation. They have not responded except to resend my the cleaning bill once again (07/26/205) and now tell me I am delinquent and threaten me with further charges. There is no attempt to enroll me in the service plan ( at my expense) after I met their requirement for "repairs". I have been duped by a very dishonest company and should have requested all of this writing at the time of "their promises"

  

  Business Response

  Date: 07/28/2025

  We spoke with the customer this morning.  We have credited the annual tune up and added the service plan.

• Initial Complaint

  Date:04/02/2025

  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.

  Dead River was coming weekly to fill up our propane tank and charging us every single time. We would always wonder why they were coming so much when we still had plenty of propane in our tank. We had to ask them to stop coming as frequently, as the propane lasts us a while. They haven't been to our house in about a month since we asked them to stop, and since they billed us so much weekly, we are still catching up on payments. We are NOW running out of propane, and they refuse to come by and re-fill when we actually need it because they want our full payment.... we have been paying every single pay period just to catch up from their unnecessary visits. The woman on the phone, named ******, couldn't care less and told us that they wouldn't be coming to fill up our tank, even though we are getting a snowstorm tomorrow and risk not having any heat, and told us if we run out they are going to charge an extra $100. I have read so many complaints about them overcharging people. We are switching companies because of the rudeness and inconvenience they have caused us. It's completely unacceptable and they should absolutely be penalized for it.

  

  Business Response

  Date: 04/11/2025

  We attempted to contact the account holder by phone provided on the account but the voicemail box was full. We also emailed the address provided on the account and havent received a response back at this time. A delivery of 66 gallons was made to the location on 4-4-25. No delivery fees were applied. This location did not runout of product. We would like an opportunity to discuss this matter further with the account holder.

  Thank you!

• Initial Complaint

  Date:03/13/2025

  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 am 100% sure Dead River is over calculating their heating oil delivery. Example: tank requires 100 gallons to top up, they say the tank required 150 gallons to top up. They are either straight up lying or their trucks are not calibrated correctly.

  

  Business Response

  Date: 03/19/2025

  Hello,  I have tried to reach the customer by phone and email to resolve the issue and ask that they call the office to discuss.   Thank you    

• Initial Complaint

  Date:02/18/2025

  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.

  They refuse to provide an emergency situation to provide us oil. My father is elderly and gets sick very easily in the cold. We ran out of oil, and he makes too much to get assistance either. They don't care at all about what health issues you have or your situation. They need to be held liable or something for causing my dad to get severely ill for their lack of care and consideration!

  

  Business Response

  Date: 02/19/2025

  Good morning,

  We could not locate a customer by this name in our system, nor are we aware of the situation referenced. If they wish to discuss this matter further, we kindly ask that they contact us directly so we can assist in identifying the relevant account.

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

• Initial Complaint

  Date:02/07/2025

  Type:Customer Service 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 is refusing to continue to fill my oil tank because one of their oil delivery technicians incorrectly asserts that the oil tank needs to be sitting on concrete blocks. I'm likely now going to run out of oil before I can get another company to fill my tank. I had the tank inspected and there is absolutely nothing wrong with the foundation that it's currently sitting on.

  

  Business Response

  Date: 02/11/2025

  Good morning,

  
  I apologize for the frustrations you are experiencing with your deliveries. I would love an opportunity to address your concerns so please give me a call at ************ and ask to speak with *******.
  

  Thank you,
  *******  
  General Manager