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I-Team: Frustration growing over Pit Stop Fuels delays, lack of response

The CBS 13 I-Team is getting inundated with complaints from customers who say they can't reach Pit Stop Fuels to place an order.

STANDISH (WGME) -- The CBS 13 I-Team is getting inundated with complaints from customers who say they can't reach Pit Stop Fuels to place an order.

Last week it was a busy signal, now customers say when they call, they get a pre-recorded message that starts by saying, "We understand that you are having difficulties getting through to us."

A similar statement on the company's website blames the delays on extreme weather and says deliveries won't be scheduled before January 19.

"Over a week ago I ordered online," said Henry Deschaine.

Deschaine is among the customers watching their tanks run dry.

"Can't get through," he said.

That's what brought him down to the office on Monday.

"I had to wait in line for almost an hour," Deschaine said.

Deschaine said they originally gave him a January 24 delivery, until a manager intervened and changed it to the end of this week.

Jamie Py, president of the Maine Energy Marketers Association, tells CBS 13, Pit Stop Fuels was sold about 10 days ago by founder Dana Lampron.

The buyer, Py said, was Stone Road Energy, which does business under several other names, according to state records, including Dirigo Fuels and Lampron Energy.

Joshua Sandahl, vice president of Stone Road Energy, told CBS 13 by e-mail that in addition to the weather, there's a shortage of qualified drivers. He said they've added 40 dedicated phone lines, increased delivery workforce by 45 percent and added a secondary person to ride along for safer and quicker deliveries. He said the company is making 800 deliveries every day.

"We've tried email, online ordering, phone calls. Nothing. No response," said Sheryl Fournier.

She said she's given up.

"It's just not professional," said Fournier. "I can't rely on somebody who at least can't be honest and say, 'I can't get there.'"

Fournier said she's on a wait list with another company and filling five gallon tanks herself in the meantime.

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