Bold claim: Whole local offices in Maine and New Hampshire have shut down, yet the company continues to deliver fuel. But what does this mean for customers who depend on timely service and responsive support? Superior Plus Propane, which recently acquired Downeast Energy and Cash Energy, has ceased operations at its Scarborough and Brunswick offices as freezing temperatures grip the region. Deliveries persist, but customers report that getting in touch with the company has become nearly impossible.
Downeast Energy long-time customer John Ruppert, who has relied on the provider for more than 15 years, shared his frustration. He placed a delivery order last week and has received no confirmation or follow-up, while calls to Superior Plus Propane often roll to a recording, leaving him uncertain about whether his request was even processed.
This situation raises urgent questions for households with service agreements and those facing furnace or heat-system issues. Ruppert notes the risk: if a problem arises at 2 a.m. and there’s no one to answer, what happens next? The broader impact mirrors a trend: Superior Plus Propane operates hundreds of locations across the eastern U.S. and California, but its expansion through acquisitions may be straining the company’s ability to maintain direct, local contact with customers in some markets.
A CBS13 inquiry to corporate communications about Maine customers’ access to support yielded no reply at the time of reporting. What’s clear is that the company has pulled back from local offices in Maine and New Hampshire, with some clients already switching to alternative fuel providers. Ruppert is actively considering making a change as well, reflecting a sentiment that bigger isn’t always better—and the old model of a dependable, locally reachable provider felt stronger when Downeast Energy operated as an independent entity.
Customers have reported a long wait for assistance via the company’s 800-number, with some on hold for more than three hours. This situation highlights the tension between growth through acquisition and the essential need for reliable, accessible service, especially during harsh winter conditions. Would a larger national operation truly offer the same level of personal, prompt support that local firms historically provided, or does consolidation come at the cost of service continuity?
