ComplaintsforDead River Company

• Initial Complaint

  11/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a new home July 2024. We contacted Dead River to come to this home to inspect and service the boiler and oil tank. This service was completed on 9/6/24.On 8/19 we received an email with an estimated quote of $365.00 for service ("depending on how clean the furnace is it may be less than that") sent by *** *********. The technician that completed the job also quoted around this as well, plus $100 for the tank replacement. We were told that everything was clean and functioning well. The next day we turned on the heat and one of the zones in the home was overheating and not shutting off.We received our first bill for this service around 10/19/24 for the amount of $662.45 with a due date of 11/2/24. I called Dead River x 2 asking for a return call to discuss the vast difference in pricing.The next day I received another bill stating that the bill was overdue and needed to be paid immediately. I again called Dead River and inquired about the price difference and why the bill was stating it was overdue. I was told that no one should be giving quotes and that the price was what it was. I received yet another bill stating that the bill was overdue and our services were on hold. I called again, stating I was very unhappy with having to call multiple times for a return call. I was told I could make a payment plan, pay $400 and then the remaining in a month. Still no offer of explanation of price difference. We had another company, Huckleberry, out to the home to evaluate the zone issue (paying MORE money to resolve this). They reported that one of the zones (the one malfunctioning) had no IFC circulator/check valve that the previous technician missed. I called Dead River again on 11/1/24 and reported this and was told I would receive a call from the Field Supervisor. I called back on 11/5/24 as I had not received a return call and was told there was no record of this call. I am awaiting yet another call from the office manager.

  

  Business response

  11/06/2024

  Good afternoon - 

  I spoke with his customer today and I apologized for the delay in getting back to her re: her billing concerns. We have gone ahead and credited her account so the service call in question (amount owed) is $365. I will also be speaking with our ************* Manager about the style of circulator the other service company told the customer was the cause of her too much heat call (that took place after our initial call).

  I am sorry for the untimely communication and for this poor customer experience.

  Customer response

  11/06/2024

  [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

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We found out our 1000 gallon propane tank should be replaced. It is 27 years old and did not pass the required Cathadic test. It is owned by Dead River. The information we researched states the life of a tank is 20 to 30 years. Dead River should have been regularly testing the tank and did not. In addition it was rarely checked by Dead River unless we called about an issue ( 2 gas leak smells in past 5 years). We approached them about replacing the tank. They stated they can do so but we have to pay to excavate it and backfill which we are ok with. However they are telling us if we replace all the gas piping as well that we have to pay fir the piping and labor. $3200! Our understanding so far from researching other NH propane companies who own the tanks is that they the company are responsible for the tank, the piping and the system. We do not see anywhere that the homeowner is responsible for gas piping when they do not own the tank. Please advise.

  

  Business response

  07/29/2024

  Good Morning - 

  I've had a chance to review your account with our Regional Director of Operations and our ************* Manager this morning. I was away on vacation and out of the office over the past seven business days. I am back at work know and I wanted to ask you if I could arrange a time to meet with you on site at your home? I could plan to meet you, along with our ************* Manager, as well as an independent third party (if this would be alright with you?) that might be able to advise and share professional feedback on your existing set up and a new propane (tank & line) distribution system.

  If you are open to scheduling an in person meeting, I'd love to meet you to be able to walk the site, discuss your concerns regarding the existing underground tank, and talk through who's responsible for the underground gas line that runs from the tank to where it enters your home.

  I appreciate your time and I hope to speak to you soon.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 8 we ran out of propane due to a faulty gauge on the propane tank. I called Dead River to see what they could do to help remedy the situation since it was their equipment failure. The manager informed me it would be $250 in fees in addition to the charge for the propane. After multiple phone calls and being blamed for letting the propane run out the manager reduced the fees to $75. The manager assured me that the driver would check to see that the gauge was working properly. The truck arrived in the afternoon of July 9 as expected. We greeted each other cheerfully but then the Dead River worker looked at the gauge and yelled to the other worker, Yep, its empty! I directly asked him why it read 10%. He said something must be in my way it read 0%. The interaction was beguiling at best. At no point did Dead River take accountability for their malfunctioning gauge nor did they make any attempt to correct it. Furthermore, they profited from their malfunctioning equipment.

  

  Business response

  07/12/2024

  Spoke with customer today regarding the concerns relating to the latest delivery. We have credited the delivery fee and will be changing out the tank gauge (no charge). 

   

  Customer response

  07/19/2024

  Better Business Bureau:
  
  Speaking with *****, the local general manager, at Dead River was unlike the other experiences Ive had with Dead River.  She acknowledged my situation without blaming me.  Though I wish this outcome had come sooner with the manager before her, I am satisfied with the outcome as a whole  

  Regards,
  
  ***********************

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had one of dead rivers technicians do a yearly furnice cleaning on 6/5/24.when i got home to take a shower i had no hot water so i called the office an told them an they said i had no oil in tank. I had checked the gauge that morning an it read 5/8s so i told them i had plenty of fuel an they said the gauge must be broken because the tech had to pour in 10 gals of fuel to be able to clean it.so i asked if they could bring oil an said it would be a week an anything earlier would be a extra,150 dollars.i called a,different oil company an they said the would bring a 130 gals the next day. When they arrived my tank only took 90 gals an said i had plenty of oil in the tank.called dead river back an lost a afternoon of work waiting for them to arrive. Second tech said he had no idea what first tech was thinking that furnace was shut off an nozzle and line was plugged. They finally got it fixed an told,them shouldn't have to pay for cleaning because i bought 400 dollars worth of fuel i didn't need,lost a half day if work an had to go to neighbors to take a shower. Over the course of the last couple weeks i have recieved 3 different bills totaling over 400 dollars. I called office Again an they told me tech said fuel gauge was broken which was totally false.i told them i had been a good customer for over 20 years and that didn't seem to matter.they told me im totally responsible for the full bill.i told them i was,switching to a new co.,that didn't matter.also told them i would pay for parts but didn't think i should have to pay labor because this was all caused bye a inadequate tech,that didn't matter.not once did i ever receive a phone call from the company everything was done through email. In closing i will be switching to a different oil co.,they were some of the worst people i ever dealt with.

  

  Business response

  06/28/2024

  Our Service Manager reached out to the customer on Thursday (6/27/24) and we agreed to split the service bill in half.  We will re-bill the customer for 1/2 of the original bill of $333.38, so the new bill will be for $166.69.  The customer agreed that this would be a good resolution concerning this matter.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was previously a residential propane delivery customer with Dead ********************** at my home in *******, **. Unfortunately, due to the sudden and unexpected passing of my husband last year, I fell behind on my bill with Dead River, which resulted in my propane takes being picked up from my home approximately a month ago, which were not even Dead River owned tanks, rather old Webber Energy tanks, who has been defunct for years. I also had just had 100 gallons of propane delivered by ****** a day or two prior to the tanks being picked up, so my propane was essentially stolen by Dead River. One of the guys who was here to pick up the tanks was also EXTREMELY rude and argumentative with me. However, that is not even the reason for this complaint. Anyway, fast forward to yesterday, 6/5/24, when I established service and had new tanks installed by another company. At the time of installation, it was discovered by the technician that gas was leaking into my home from the line that went to my gas range stove in my kitchen because Dead River had not capped off the line when they retrieved my tanks. This could have resulted in my death as well as the death of my pets due to carbon monoxide poisoning. I have actually been suffering from severe headaches since Dead River removed my tanks and I could not for the life of me figure out why, but NOW I have my answer. The technician from the company who installed my new tanks yesterday capped it off and I haven't had a single headache since. Thank GOD he caught this or else I might not be here. This was EXTREMELY gross negligence on the part of Dead River, which put my life as well as the lives of several dogs and cats in my home at risk.

  

  Business response

  06/10/2024

  Management attempted to contact the customer and left messages on 5/13/2024 and 6/7/2024.  A second attempt to contact the customer was made 6/7/2024  at which this time a message could not be left.  We have not received a call back from the customer.

• Initial Complaint

  04/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Poor customer **********************

  

  Business response

  04/29/2024

  I contacted ****************** regarding his complaint.  He was upset that he was not told by our service department that using the old contaminated oil from his old oil tank was not a good idea to put into the new oil tank that we had installed.  The salesman that sold this job should have pointed this fact out to the customer on the front end.  I apologized for the negative experience, and ****************** thanked me for responding to his complaint.

• Initial Complaint

  04/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Deadriver did not disclose that they charge for picking up their propane tank. After they pickup their tank because I informed them that I had switched companies they sent a bill a week later for doing so. Contacted the company 2 times in the last week with nothing resolved

  

  Business response

  04/22/2024

  It is our policy to charge at tank pick-up fee and has been since 2022.  ******* was told that there would be a tank pick-up fee by our CSR when he called into the office the first time.  We will waive the tank pick-up fee today as a courtesy.

  Customer response

  04/22/2024

  [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

  03/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted a representative through Dead River looking to convert our oil burner and electric hot water boiler to propane. On April 29, 2022 I was given quotes for 3 propane Rinnai wall units, a large unit for the living main area and two small units for the bedrooms, along with a water on demand. The overall quotes totaled $11,155 which included the wall units, the water on demand, and installation. While the two propane wall units and the water on demand are functional and efficient, the wall unit that was installed in my son's upstairs bedroom has emitted a chemical odor since the very beginning. We have had several of the company's technicians service the wall unit without success. I've also met with a representative from Dead River to formally complain about the unit. Technicians have given me several reasons for the odor which have included: dust, rodents, cleaning supplies, flooring, etc. In April of 2023, the company sent a technician to the house to remove the unit for servicing. Immediately after the unit was removed, the chemical odor dissipated. Dead River kept the unit for 6 months until I called in October requesting they reinstall it because winter was approaching. Once again, the chemical odor persisted. My latest visit to the company on February 16, 2024, I again expressed my frustration with the chemical odor coming from the unit and asked why it hasn't been replaced. The service manager stated that the company doesn't usually replace a unit because they "don't want to incur the costs". Apparently, Dead River is ok with customers paying thousands of dollars, but don't stand behind the equipment they install. Even though all units are currently under warranty, they have emailed me quotes to purchase a new wall unit. For the amount of money I have paid Dead River for the Rinnai wall units and water on demand, they will not be getting any more money from me. I will not continue to have business with a company that doesn't care about their customers.

  

  Business response

  03/15/2024

  We are scheduled to install a new unit on Monday, March 18th at no charge to the customer.

  Customer response

  03/19/2024

  [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

  01/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About a week prior to running out of oil we called to have our oil filled. We were told it would be filled by Jan. 26th. On Jan 25th we ran out completely due to a leak caused by a loose screw; we called to ask for delivery that night as we no longer had heat. This wasnt possible as it was close to 5pm and they ensured via phone that the delivery would be the next day(26th). The morning of the 26th at 6:50am we received an email stating we would no longer be receiving an oil delivery that day due to the leak, this issue was resolved in the morning of the 26th with proof of service from the repairman. We then called heatable (still in the morning) and were told we were no longer on the schedule because they cancelled our service due to the leak. We informed them that the leak had been fixed and they said they would put us back on the schedule for that day. A few minutes after this phone call we received an email from the women we were on phone with saying that the delivery was being cancelled again due to weather conditions. *********** because we saw heatable trucks doing routes when we had to leave our home due to being cold.

  

  Business response

  01/29/2024

  Customer placed a request for delivery on 1/19/2024, for a delivery on 1/26/24.On 1/26/24 the customer stated their oil tank was leaking and not to deliver. Due to safety concerns we canceled the order until the tank was deemed safe for delivery. Later in the day on 1/26/24 the customer emailed that their tank was fixed and we could proceed with delivery. Unfortunately due to weather conditions on 1/26/24 we had to pull our fleet of delivery vehicles off the road for driver safety. On 1/27/24 we made the delivery to the customer and delivered 79 gallons more than customer originally requested. We did not charge the customer for the additional gallons delivered, which is valued at $299.00. The customer appreciated the extra gallons delivered at no charge and is happy with the resolution. 

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2018 Propane heating system that was installed to replace old oil furnace. From year one A condensate back up issue has caused many no heat emergencies especially in the winter months. I've had multiple service calls for this, and ended up dealing with the service supervisor. This issue was never fixed and the supervisor told me it's probably an issue with the heat exchanger, but he over the next several years replaced other parts but the exchanger. So fast forward to 2023ish and I had another back up discovered during routine maintenance. The supervisor kept giving me one excuse after another, blamed it on the heat exchanger and said he would need to call ***** and see what they want to do next. After over 3 weeks he never called me back so I called him. By now the inside of unit is all *****, So the service supervisor once again came back and wire brushed the rust what he could out of inside of unit, and said he was going to replace more parts, but not the heat exchanger. So on 1/6/2024 I woke up to no heat again, water over the floor. Called the on call guy out. He finally got it going but had to leave the cover off of unit so water would evaporate. Told me the NEW SUPERVISOR would call me back in a week. to this day 1/19/2024 and 3 emails to the company later no one has called me back, and I still need to leave the unit cover off so water won't back up into combustion chamber. This is unacceptable as I've bent over backwards to work with company, and always pay my account on time. I'm tired of the excuses and guess work of what's wrong. I saw the system was dropped off the back of truck on to the ground the day it was delivered back in 2018. This is in my opinion what broke the unit in the first place. I want the whole thing replaced for free now. My account number is *******

  

  Business response

  01/23/2024

  ****************** has agreed to have the unit repaired and not replaced.  The repair will be completed on January 25, ****.

  Customer response

  01/23/2024

  [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,
  
  *************************

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